Insurance industry reports show provider performance and customer loyalty trends

The insurance sector is seeing new insights into consumer behavior and provider performance. The comparison platform Durchblicker has introduced the ‘Durchblicker-Vergleichsindex’, using data from 5.18 million calculations and approximately 200,000 completed contracts from 2025 to award providers across 14 insurance categories. Awards were given for ‘Best Performance’, ‘Best Value’, and ‘Best Price’. Notably, Hansemerkur and Wüstenrot secured first place in all three categories for travel and accident insurance, respectively.

In a separate study by the German Institute for Service Quality (Disq), research into motor insurance reveals significant differences in customer loyalty between provider types. Customers of branch-based insurers (Filialversicherer) demonstrate much higher retention rates than those of direct insurers. Approximately 45 percent of branch-based customers have remained with their provider for over five years, compared to only 23.8 percent of direct insurer customers. The primary drivers for customers switching providers include premium costs, perceived value for money, and the availability of tariff comparisons.