The new Digital Insurance Experience Study 2025 by the Institute of Financial Services Zug (IFZ) makes one thing clear: digital leaders in the Swiss insurance market are not just relying on modern websites and self-service - they are investing specifically in smart appointment processes. This is precisely where it is decided how quickly, easily and seamlessly customers can get in touch with an insurer. Solutions such as Calenso are therefore becoming a central component for a better customer experience, higher completion rates and more efficient internal processes.
What the study evaluates and why this is crucial for Calenso
The IFZ study evaluates the digital offerings of almost 50 Swiss insurers on the basis of 400 objective criteria. It was conducted by the Institute for Financial Services Zug (IFZ) in collaboration with Finnoconsult and Adnovum and Adnovum.
Ten digital dimensions are examined - including website functionalities, self-service, communication channels, mobile use, customer portals and closing processes.
A central focus is on omnichannel communication, in particular on digital accessibility and making contact - exactly where Calenso scores with user-centered, integrated appointment scheduling.
For us at Calenso, this study is particularly revealing: it shows how strongly the degree of maturity of digital advisory processes influences the overall assessment - and how our solution helps insurers to position themselves clearly in the digital competition.
IFZ Digital Insurance Experience Study 2025: The most important findings
Omnichannel communication and digital contact options are among the key evaluation criteria in the study. According to the IFZ study, the aspect of "making appointments with an advisor" in particular shows a high potential for differentiation.
"The IFZ study shows very clearly what we observe every day with our customers: Digital accessibility is a key competitive factor. Those who intelligently integrate appointment scheduling into the customer journey not only increase customer satisfaction, but also measurably improve their market position. This year's top rankings impressively confirm this." Marvin Felder - CEO at Calenso
Top in omnichannel: Calenso customers remain at the top
Insurers that offer their customers clearly structured consultation appointments that can be booked online achieve particularly high ratings in this category - and many of these top performers rely on Calenso for precisely this purpose.
The new IFZ Study 2025 impressively underlines this trend: Calenso customers take first place in all three key categories - health insurers, universal insurers and legal protection.
Helsana, Helvetia and Dextra thus demonstrate the extent to which modern, intelligent appointment scheduling can improve the customer journey.
Calenso at the top: three first places in three categories
Further top rankings in Omnichannel 2025
This overview impressively shows that Calenso customers will be at the top in all main categories in 2025. But it's not just the top-ranked companies that benefit: Numerous other Calenso insurers also perform excellently in the broader omnichannel assessment.
In the category Omnichannel communication 2025 the following Calenso customers achieve a place in the top ranks:
- Helvetia - Rank 1 (universal insurer), Score: 6.25
- Smile - Rank 2 (universal insurer), Score: 6.05
- Helsana - Rank 1 (health insurers), Score: 6.03
- Sanitas - Rank 3 (health insurers), Score: 5.43
- EGK - Rank 4 (health insurance companies), Score: 5.13
- Dextra legal protection - Rank 1 (legal expenses insurer), Score: 6.40
These six insurers will be among the leading players in their respective categories in 2025 and at the same time have one thing in common: they use Calenso for their digital appointment scheduling. The connection between digital accessibility and strategic positioning is therefore clearly visible.
Universal insurers set strong digital standards
The picture is the same for universal insurers: companies with clear digital processes and integrated appointment scheduling are among the frontrunners. Helvetia and Smile in particular confirm how strongly omnichannel capability shapes customer perception.
Focus: Health insurers
Also in the ranking of health insurance companies Calenso customers show their strength:
- Helsana remains in 1st place.
- Sanitas holds its own in the top 3.
- EGK ranks 4th - despite a new strong competitor in 2nd place (sodalis gesundheitsgruppe, not a Calenso customer).
This proves that insurers who rely on Calenso remain at the digital forefront in the long term - even in a dynamic competitive environment.
An example: Although Sodalis has moved up to second place among health insurers this year, Calenso customers such as Helsana, Sanitas and EGK remain in the top ranks - a clear sign of consistency and digital maturity.
Legal protection as a benchmark: How digital accessibility enables 1st place
A clear picture also emerges in the legal protection category: providers that offer their customers a simple, digital way to make appointments achieve significantly better results in the omnichannel evaluation.
Dextra makes a strong statement here, taking first place by a wide margin - another example of how modern accessibility shapes customer expectations and creates competitive advantages.
Conclusion: digital appointment scheduling is a real success factor
The results of the study make it clear: digital consulting options and an excellent user experience are no longer "nice-to-haves", but decisive success factors.
The best insurers rely on omnichannel communication with integrated appointment management - and therefore on Calenso. For insurers, this means that those who want to differentiate themselves strategically in the digital market should start where user-friendliness and efficiency come together.
