The NPS survey of Kantar Emor shows that almost every second customer who has come into contact with Seesam recommends the company to their friends and acquaintances. This gives Seesam a very high mean value of ratings, i.e. 8 points out of 10, which makes Seesam the insurance company of the highest recommendation probability in Estonia in 2024.

For the second year in a row, the self-service environment of Seesam also received the highest recommendation score – while the average NPS of online stores of insurance companies was 25, it was as high as 41 for Seesam.

“This is a great recognition for us that we have reached the top position in both categories.

The fact that such a large number of our customers gave us a positive rating shows that the customers who have been in contact with Seesam were quickly and fairly indemnified for their losses. And there is nothing really special about it – last year we indemnified almost 97% of all losses,” commented Andri Püvi, Head of Seesam Insurance.

According to him, the result also shows that it is very easy and fast for customers to take out a policy in the self-service environment. “We are constantly striving to improve our self-service environment in order to make the customer’s journey in the online environment as easy and convenient as possible, and to ensure that they buy the insurance cover with exactly the conditions they need,” he added.

While Seesam repeated the result of the previous year with the self-service environment, Seesam made a 25-point jump from the sixth to first place in the overall ranking of insurance companies. In total, 1,259 people gave their rating on insurance companies, of whom 123 had been in contact with Seesam. Of these, 47% were ready to recommend Seesam to their friends and acquaintances and 35% gave a neutral rating. The youngest age group among the sample, i.e. respondents aged 15–49, were the warmest recommenders.

According to Püvi, Seesam can also be satisfied with its position in the sectoral ranking, where Seesam achieved the 25th place with 29 points. “Every day we make our best efforts in order to provide the best service. We will also continue to develop our self-service environment this year in order to maintain the position we have achieved and also exceed our customers’ expectations in the future,” said the Head of Seesam.

The aim of the Kantar Emor survey is to measure the recommendation rating of different companies based on real customer experience. During the survey, respondents were asked to recall their most recent contacts with a company in the field and, based on that experience, to rate whether the product, service or provision thereof offered more than the customer could expect and whether they would dare to recommend it to their friends and acquaintances.