Research - 24.09.2025 - 12:00
For the fifth time, the Swiss Insurance Monitor surveyed the Swiss population's opinion on the insurance industry. Transparency on the part of insurance companies remains essential, especially when communicating premium adjustments. Customers of health and property insurance companies say that they find the premium increases for 2025 just as good as those from last year. In the case of property insurance, 52 % of respondents report rising premiums, while for health insurance the figure is 90 % – virtually unchanged from 2024.
Despite rising premiums, many insured persons are not taking action. The survey shows:
This means that the switching rate remains in the single-digit percentage range despite higher costs.
The data for 2025 confirms the trend toward digital channels. In health insurance in particular, information searches, quotations, and claims processing are increasingly taking place online. Since the introduction of annual customer journey tracking (2022), there has been a sustained shift toward digital services, which the study authors refer to as an “online shift.” These applications are particularly popular with younger and urban target groups.
Insurance companies' websites (39 %) and independent comparison portals (30 %) are used most frequently, with mobile access slightly below that. A quarter of customers continue to contact agents or brokers in person. AI applications are gaining in importance, but so far only 5 % use them to search for information.
Offline channels are still preferred for qualification or cancellations, although online use is also increasing slightly in this area. Customer advisors remain the preferred point of contact for taking out insurance policies.
56 % of respondents had contact with customer advisors, which is mostly perceived as personal. The closer the relationship, the higher the perceived value for money. Advisors are increasingly integrating new technologies, with exactly 61 % rating this positively.
By 2025, 70 % of the Swiss population will be using AI in a professional or private context (2024: 51 %). The overall mood remains slightly negative, except among younger and urban groups. However, advantages are recognized: time savings, more accurate results, and good support in searching for information, obtaining quotes, and reporting claims. Respondents are cautious about using voice or chat assistants for insurance questions. For a quarter of them, they are completely out of the question. Trust in AI and digital competence increase willingness; chat is clearly preferred over voice.
Over 50 % reported insurance claims in the form of damage between 2023 and 2025 Insurance claims online. Just under 50 % can imagine signing insurance documents digitally in the future. 44 % would like to see simulations of claims before signing a contract, and 58 % want to manage documents centrally in an app. Around 20 % are interested in taking out insurance when making a purchase or in additional financial products, and 46 % would like to see more transparency in terms of sustainable and social commitment.
The Swiss Insurance Monitor is published by ETH Zurich, the University of St.Gallen (HSG), and a partner consortium consisting of VDVS – Swiss Digital Insurance Association, elaboratum suisse GmbH, FinanceScout24, and Moneyland.ch (SMG Swiss Marketplace Group AG). The data comes from a representative online survey of 1,006 people living in Switzerland. The survey was conducted between June 30 and July 7, 2025, in collaboration with YouGov.
The complete study can be ordered via the website swissinsurancemonitor.ch.
The results are available for download free of charge in PDF format (one-pager).
