89,000 cancellations last year: Assura desperately tries to keep customers

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By 2024, Assura will no longer be the cheapest health insurer in the country. This has consequences: Some customers leave their health insurance company. And it changes. The Pully (VD) based insurance company is trying to keep them by promising to solve their problems. There’s a good reason for this: 89,000 patients left their health insurance company last year. This is clearly scary.

We know this from past relationships: After a breakup, the ex comes back and swears he’s changed. Assura is behaving exactly the same way now. Anyone who canceled their contract with their health insurance company on December 31, 2023 received a surprising email in the last few days. Subject: “Don’t go, we have new things for you.”

“We improved customer service”

The Pully (VD)-based health insurance company promises to overcome recurring problems in 2022 and 2023 to retain its customers. «We would like to inform you that we are improving our customer service in 2023 to offer you the best possible healthcare experience. We respond to contact forms within 48 hours, to your letters within 7 business days, and refund your invoices within 15 days.” In the email, Assura also offers a new and flexible insurance model.

As a reminder: Assura, Switzerland’s fourth largest health insurer, has experienced significant delays in reimbursement for services over the last two years. The fact that CEO Ruedi Bodenmann had to apologize last September was enough to cause outrage.

Isn’t there any risky business?

And now new rewards! What is certain is that Assura is no longer the cheapest health insurance provider in the world. Following the loss of 10 percent of insureds (i.e. 89,000 customers) in 2023 and its downsizing from the country’s third-largest fund to its fourth-largest fund, this appears to be causing concern for the health insurance company. Has it already taken too many layoffs?

“We cannot make any statement about the actions of the insured people at the moment. “You still have until the end of November to change it,” a Blick spokesman said. Final figures are expected to be announced at the end of February. The average premium for adults is still cheap in most cantons. No jobs are at risk at Assura. This is good news for 1,700 employees.

Source :Blick