Best Long-Term Care Insurance: Top Providers for Customer Satisfaction and Loyalty

Debeka leads the German private long-term care insurance market in overall customer satisfaction, according to a June 2026 survey conducted by Servicevalue on behalf of Focus Money Versicherungsprofi. While Debeka secured the top spot for general satisfaction, the study of 2,650 policyholders highlights that high satisfaction does not always guarantee loyalty, with DEVK leading in emotional connection and Huk-Coburg emerging as the most recommended provider.

Why customer satisfaction is high but loyalty remains complex

Data from the Servicevalue survey indicates a strong baseline for the industry, with 96% of the 2,650 participants providing a positive assessment of their long-term care insurer. Specifically, 46% of respondents rated their provider as “excellent,” 34% as “very good,” and 16% as “good.” Only 4% of participants reported dissatisfaction, categorizing their experience as “mediocre” or “bad.”

Despite these high satisfaction scores, industry analysts point out that contentment does not prevent policyholders from switching providers. Servicevalue evaluated four specific dimensions of customer retention: emotional connection, faithfulness, loyalty, and the willingness to recommend the insurer. This multi-dimensional approach reveals that while customers may be satisfied with the service, their long-term commitment often hinges on factors beyond basic performance.

Pro tip: When selecting a long-term care insurer, look beyond the premium price. Prioritize companies that rank high in “emotional connection,” as these firms often show higher stability in long-term service delivery.

Which insurers lead in customer retention and advocacy?

The survey results highlight a divergence in how customers perceive their insurance providers across different metrics. While Debeka secured the highest overall satisfaction, other firms dominated specific retention categories:

Emotional Connection: DEVK, Huk-Coburg, and Barmenia ranked highest, with 88% of all survey participants stating they feel “well taken care of” by their insurer.
Recommendation Rates: Huk-Coburg, LVM, and DEVK lead in this category. Overall, 80% of customers expressed a willingness to recommend their provider to friends and family.
Loyalty: Ideal Versicherung AG, Arag, and Universa showed the strongest results when customers were asked if their current insurer is the only one they would consider for future needs.

The lower performance in the “loyalty” category—where only 77% of respondents expressed exclusive commitment—suggests that the private long-term care insurance market remains highly competitive. According to Focus Money, this underscores that “satisfaction alone does not prevent a change of provider.”

How does the market compare to previous expectations?

A notable trend in the 2026 data is the gap between general satisfaction and specific brand advocacy. While 96% of customers rate their insurers positively, the 20% of respondents who would not recommend their insurer highlights a significant “advocacy gap.”

Best Long-Term Care Insurance Companies

Compared to broader insurance sectors, long-term care requires a higher level of trust due to the long-term nature of the contract. The findings suggest that insurers like Ideal, which focus on deep-seated loyalty, may be positioning themselves differently than those focusing on mass-market satisfaction like Debeka. For a deeper look at these market dynamics, see the report “Last Exit private Pflegeversicherer.”

Did you know? Even when customers are satisfied, roughly 1 in 5 policyholders would not actively recommend their long-term care insurer to others, a figure that remains a key metric for insurers looking to grow their market share.

Frequently Asked Questions

Which insurer had the highest overall satisfaction in the 2026 study?

The Debeka Krankenversicherungsverein a.G. achieved the highest overall customer satisfaction score, followed by Huk-Coburg-Krankenversicherung AG and Arag Krankenversicherungs-AG.

What criteria did Servicevalue use to measure customer loyalty?

The researchers measured loyalty across four dimensions: emotional connection, faithfulness, overall loyalty, and the willingness of customers to recommend the company to others.

Is the private long-term care insurance market generally viewed positively?

Yes, 96% of the 2,650 survey participants provided a positive rating (“good” to “excellent”) for their respective insurers, according to the Focus Money Versicherungsprofi study.

Are you satisfied with your current long-term care insurance provider, or are you considering a switch? Share your experiences in the comments below or subscribe to our newsletter for more updates on insurance trends.