Helsana can present a strong 2018 financial year. The underwriting result improved significantly, while the market and premium position remained consistently good. Our service has contributed to further strengthening levels of customer retention and satisfaction. Overall, the portfolio in the basic insurance business grew by 66,000 customers for 2019 (+5.6 per cent); in the supplementary insurance business, the customer base grew despite persistent cost pressure (+3.0 per cent).
Our strategic objective remains to advance to the industry top 3 in terms of customer perception (according to the Net Promoter Score, NPS). The most recent measurement from December 2018 reveals that significant progress has been made: the deficit to the targeted third place has been more than halved. We remain confident that we can build further on our progress to date.
Thomas D. Szucs
Chairman of the Board of Directors
Daniel H. Schmutz