## Insurance First Contact: Telemark Marketing’s Latest Quality Check
15.12.2025 – Telemark Marketing has once again tested how the initial contact with insurers unfolds. There’s room for advancement in some areas regarding waiting times and answering questions over the phone. however, the insurance industry presents itself as “predominantly stable” in telephone contact. In the vast majority of cases, testers indicated they would pursue contact with the insurer after the conversation.
How do insurers react when contacted for the first time by a potential customer? This year, Telemark Marketing has once again tested service quality in an self-reliant study. The following companies where included in the mystery shopping exercise:
The results are presented anonymously,but the individual data nevertheless provides a picture of the “overall situation.”
### How the Test Was Conducted
the testers first resolute the contact details on the respective company website and then contacted them by telephone or email. Testing took place from june to november,Monday to Friday between 9 a.m. and 6 p.m.
For five insurers, 32 test calls and 32 emails were made each. In the case of Allianz, there were 26 emails, with no test calls made as a voicebot answered. This resulted in a total of 186 test emails and 160 test calls.
The course of contact: The testers indicated purchase interest based on eight predefined case examples, with the aim of obtaining a quote or finding out an approximate premium amount. In addition, a question was asked that the call center employee should be able to answer.
### Waiting Time on the Phone
The first question when calling is how long you have to wait before someone answers. In all companies, at least half of the calls – and in certain specific cases considerably more – were answered within 90 seconds.One provider stands out: in six out of ten cases, the waiting time did not exceed 15 seconds.
“the waiting times again show a pleasingly solid level, compared to other industries,” comments study leader Robert Sobotka. But: “Two market participants are losing customers due to waiting times….”
Insurance Contact Tests 2025: High Willingness to continue Dialog with Insurers
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Vienna, Austria – December 14, 2025 – A recent study by Telemark Marketing indicates a strong willingness among potential customers to continue contact with insurance providers following initial outreach.The tests, conducted via telephone, reveal that the vast majority of respondents were open to further engagement, suggesting a generally stable outlook for telephone-based insurance sales in 2025.
High “Yes” Rates for Continued Contact
The study assessed the ability of insurance companies to pique the interest of potential clients enough to warrant further communication. Results showed overwhelmingly positive responses. One insurer achieved a 79% “yes” and 21% “Rather yes” rate, indicating strong initial engagement. All other insurance providers tested achieved combined “Yes” and “Rather yes” rates of 85% or higher.
This suggests that, despite increasing concerns about unsolicited contact, a meaningful portion of the population remains receptive to exploring insurance options when approached effectively.
Source: Telemark Marketing
Industry Outlook Remains Stable
Telemark Marketing concludes that the insurance industry’s performance in telephone-based customer contact is “predominantly stable” heading into 2025.This indicates that customary methods of outreach continue to be effective, even as digital channels gain prominence.
What’s Next?
The next installment of the VersicherungsJournal will detail the findings of the study regarding customer experiences with insurance providers via email contact.
Key Takeaways:
* High Engagement: The majority of potential customers (79-85%+) are willing to continue contact with insurance providers after an initial phone call.
* Stable Outlook: Telephone-based insurance sales remain a viable and effective outreach method.
* Further Research: Upcoming reports will explore the effectiveness of email communication in insurance sales.
Worth a look