For the fourth consecutive year since 2022, the Institute of Financial Services Zug (IFZ) at Lucerne University of Applied Sciences and Arts analyzed the digital offering of 35 Swiss insurers. The study was developed in close cooperation with Finnoconsult and Adnovum as the main sponsor.
It is based on 300 criteria within ten dimensions. These range from online conclusion of contracts to cybersecurity. For each dimension, the insurer with the most convincing offer is determined. The good news: The overall picture is very stable compared to the previous year.
The insurers again achieved the highest scores in the website dimension – which is not surprising, as this is the central interface to their clients. More good news: All providers have improved in terms of digital contract conclusions. In doing so, they are responding to changing user behavior and reinforcing their service orientation.
The biggest room for improvement is in the dimension online services. Gaps exist primarily in the digital self-service features, which are not yet up to the standard of modern platforms.
These are the winners of the ten dimensions:
| Dimension | Winner |
| Website | Visana |
| Online contract conclusion | Elvia by Allianz |
| Omnichannel | Dextra |
| Social media & community | Helsana |
| Loyalty | CSS |
| Online claims notification | Helvetia |
| Mobile services | Smile |
| Online services | Generali |
| Innovation & social responsibility | Zurich |
| Cybersecurity | Aquilana |
The overall winner across all dimensions is Helvetia. It stands out in particular thanks to its high level of trustworthiness and exemplary data protection transparency.
What are the results in more detail? Which 35 insurers were considered? And how is your company positioned compared to the rest of the industry?