Dina Försäkringar and Länsförsäkringar top the Swedish rankings for most satisfied customers in property insurance

30 November 2021


Two Swedish ICMIF members Dina Försäkringar and Länsförsäkringar shared first place in the commercial property insurance category in the annual survey of customer satisfaction conducted by Svenskt Kvalitetsindex (Swedish Quality Index).

Each year, the survey company Svenskt Kvalitetsindex conducts a survey among insurance companies’ customers. The respondents answer questions about service levels, value for money, product quality and how satisfied they are overall.

In the property insurance market, Dina Försäkringar and Länsförsäkringar both received a customer satisfaction score from business customers of 72.6 out of a total of 100 (the industry average was 68.8).

“We are extremely happy and proud to receive an honourable first place in the Svenskt Kvalitetsindex survey for the second year in a row! It feels very good that our customers appreciate the work we do and it confirms that our efforts to dare to be personal and uncomplicated is the right way to go” says Gunilla Svensson, CEO of Dina Försäkring AB.

“It is gratifying to see that we continue to have the market’s most satisfied property insurance customers on the business side,” says Jens Listerö, CEO, Länsförsäkringar Blekinge. “This is the fourth year in a row that we have topped the commercial property insurance market in and we are naturally proud and pleased that our customers give us such good ratings. Through 23 local insurance companies, we are close to our customers in their local markets, which this year’s SKI survey testifies to as a strength,” he added.

Both mutual insurance companies also had the most satisfied customers in other products lines in the 2021 survey. Dina Försäkringar took first place in the private property insurance category for the second year in a row. It received 75.8 points compared to an industry average of 73.0. Länsförsäkringar had the highest customer satisfaction in the private pension market, scoring 71.8 (industry average 69.4).

“Insurance is often perceived as cumbersome and bureaucratic, but we work daily to get rid of that feeling from both us and the industry as a whole. Winning customer confidence and first place in the two categories of private and commercial property therefore feels fantastic and strengthens us in our efforts to be a powerful alternative to the big companies,” says Gunilla Svensson.

In recent years of participating in the annual survey, Dina Försäkringar has topped the rankings or placed on the podium several times in the various categories. Last year, it was ranked as having the most satisfied private insurance customers, and also won the category for pet insurance and came second for private motor insurance. In 2017 and 2018, Dina Försäkringar won the category for motor insurance and in 2016 and 2017 it won the category for corporate insurance.

Dina Försäkringar consists of six independent insurance companies with offices in many locations across Sweden. All the local companies have their own local names but have the Dina Försäkringar brand in common. It offers most types of non-life insurances, focused on solutions for private customers, agricultural businesses and small to medium-sized companies. Dina Försäkringar is the country’s sixth largest non-life insurer and has 144,000 households, 40,000 farms and 35,000 companies as customers.

Länsförsäkringar serves its 3.9 million customers through an Alliance of 23 customer-owned regional insurance companies, thereby combining the ability of a small company to adapt and be close to its customers with the strength of a large company. Länsförsäkringar strategy is based on its large customer base, a strong brand and local presence. Its success lies in this balance between local business operations and the cooperation of the regional insurance companies (which jointly-own the parent company Länsförsäkringar AB).

For member-only strategic content on the cooperative/mutual insurance sector, ICMIF members have exclusive access to a range of online resources through the ICMIF Knowledge Hub.

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