Choosing private medical insurance PMI customer satisfaction survey
PMI customer satisfaction
In October 2012, we spoke to over 3,000 Which? members who have PMI cover and found that most were pleased with their policy: 78% were very or fairly satisfied.
The biggest gripe amongst members was with their policy's value for money, with 17% expressing dissatisfaction. So premiums are clearly a concern. A quarter (24%) of our members claim to have experienced large year-on-year increases in their premium within the last five years. The Association of British Insurers (ABI) estimates that PMI premiums are three times as expensive at age 70 as they are at 35 – so the cost becomes much higher just at the moment you are most likely to need to claim.
Two thirds of our members have claimed on their policies within the last three years, and those who had claimed were generally more satisfied with their policies than those who hadn't.
| Customer Satisfaction | ||||||
|---|---|---|---|---|---|---|
| Policy | Customer Score | Clarity of Written Communication | Choice of Consultants | Ease of Contact | Ease of Purchase | Medical Treatment |
| CS Healthcare | 81% |  | | | | |
| Exeter Family Friendly | 74% | | | | | |
| Simplyhealth Group | 68% |  | | | | |
| WPA | 67% | | | | | |
| CIGNA | 57% | | | | n/a | |
| BUPA | 55% | | | | | |
| PruHealth | 53% | | |  | | |
| AXA PPP | 53% | | | | | |
| Aviva | 51% | | | | | |
| Saga | 48% | | | | | |
Table notes
In a survey in October 2012, we received responses from 3,512 Which? members with Private Medical Insurance. The Customer Score is based on the overall satisfaction of respondents' with their policies and their likelihood to recommend them to friends.
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