Choosing private medical insurance PMI customer satisfaction survey
PMI customer satisfaction
In April 2011, we spoke to nearly 3,000 Which? members who have PMI cover and found that most were pleased with their policy: 79% were very or fairly satisfied.
However, just 21% said it was very good value for money, so premiums are clearly a concern. The Association of British Insurers (ABI) estimates that PMI premiums are three times as expensive at age 70 than they are at 35 – so the cost becomes much higher just at the moment you are most likely to need to claim.
Nearly 2,000 respondents told us they had made a claim in the last three years and 90% were very or fairly satisfied with the process, and 82% said they would recommend their provider.
| Customer Satisfaction | ||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Policy | Customer Score | Treatment Received | Speed of Appointment | Choice Offered | Helpfulness | Ease of Contact | Written Communications | |||||||||||
| Exeter Family Friendly | 92% |  | | | | | | |||||||||||
| CS Healthcare | 88% | | | | | | | |||||||||||
| WPA | 80% |  | | | | | | |||||||||||
| Bupa | 72% | | | | | |  | |||||||||||
| Simplyhealth | 71% | | | | | | | |||||||||||
| Pruhealth | 68% | | | | | | | |||||||||||
| Axa PPP | 65% | | | | | | | |||||||||||
| Aviva | 57% | | | | | |  | |||||||||||
Table notes
The customer score and first four aspects of satisfaction are based on responses of 1,922 Which? members who made a claim on their policy in the last three years. Ease of Contact and Written Communication are based on responses of 2,983 Which? members who hold PMI policies.
- Which? Money Helpline - calls us if you're having trouble with your private medical insurance provider
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- Income protection - if you fall ill and can't work, income protection can provide a financial cushion
