GKV-Rating: Das sind die besten gesetzlichen Krankenkassen 2026

Düsseldorf - When individuals are healthy, they rarely interact with their health insurance provider. However, when faced with a serious illness, they require services such as disability payments, rehabilitation, or medical equipment. The quality of these services is determined not only by the scope of coverage but also by the responsiveness, competence of the advice provided, having a dedicated point of contact, and the ease of processing claims.

Yvonne Vollmer, a department head for Health and Patient Protection at Hamburg Consumer Center, explains that service becomes particularly crucial when policyholders need assistance. "Unfortunately, it's often only evident in individual cases how good the service is." The current rating of legal health insurance companies (GKV) by the German Financial Service Institute (DFSI) evaluates the service provided by GKV in four areas: conventional service (40%), customer performance (25%), digital service (20%), and network of business offices (15%).

Customer performance is derived from surveys on satisfaction and willingness to recommend their insurer. Vollmer notes that it is not uncommon for incorrect information to be provided over the phone, and "beneficiaries of disability payments often feel like beggars and feel pressured by the language used in notices." Such experiences impact their likelihood of recommending the insurer to others.