Case Study of the Insured Persons Satisfaction with the Assistance Centre

The purpose of the presented paper is to discuss on the factors that influence the satisfaction of the insured persons with the assistance centre (ac) of the investigated health insurance company. In the empirical part of the research the factors which are important for the satisfaction of the insured with the ac were investigated with the questionnaire for insured persons. The factor that is the most statistically positively related to user satisfaction is the 'understanding the needs and requirements of policyholders'. Based on the findings from empirical research (questionnaire for insured persons and interview with ac's employees), improvement proposals were defined which should increase the satisfaction of policyholders with the ac's service. Recognized findings and suggestions should be considered and reasonably implemented by the insurance policy designers.