For the second time in a row, CZ wins in the WUA Health Insurance Digital Service Scan. In our extended study 6,400 customers valued the service of Zilveren Kruis, VGZ, Menzis and CZ. Among its own customers, CZ’s service was rated highest. The highest score to CZ was given on the assignment (see below) Filing claims with an average of 82 points. On the assignments of Changing Bank Account, Finding a contracted physical therapist, Reimbursement Physiotherapy and Add Additional Insured, CZ scored highest as well.
CZ: consumer appreciates clear login environment
The modern and spacious design of CZ’s website results in a high rating of the login environment. Combined with well-chosen ‘quick links’, the consumer is efficiently guided to the right information. The large and highly visible buttons prove to be helpful in this process. The modern, spacious page with handy ‘quick links’ and buttons gives the CZ customer the feeling that they are on the right track. If the customer does not necessarily feel like they’re on the right track, the website makes it clear that help is only one click away – a service employee could assist (via chat or phone) when needed.
9% thinks about changing to another health insurer
Of the 6,400 consumers studied, 9% anticipate they would probably change health insurers at the end of the year. Furthermore, this WUA research indicates that The Dutch are positive about the quality of health care in the Netherlands. More than 60% agree or completely agrees with the statement “The quality of health care in the Netherlands is outstanding.”
Health Insurance Digital Service Scan: 6,400 real customers of 4 health insurers
WUA asked 6,400 real customers of the 4 biggest health insurers (CZ, VGZ, Zilveren Kruis and Menzis) to complete a service task on their desktop, mobile web, and/or app. Every customer completed one task on the website of their own insurer. The customers, all together, had to complete 8 tasks in total. There were 200 unique assessments per task.