Archive material: the rating below reflects a study of the quality of service of insurance companies in Almaty carried out in 2011. It is not a rating of Kazakhstan insurers for 2026 and should not be used for choosing a company today.
When making a current comparison of insurers, check the valid licence, financial statements, volume of payments, the terms of the specific product, exclusions, deductible, claims settlement procedure and independent ratings with a stated date. The names and status of individual companies in the archive table may have changed.
The quality of service in Kazakhstan's insurance companies has been determined. Service in Kazakhstan's insurance companies is at a good level. These conclusions follow from the results of an industry study of the quality of service in insurance companies in the city of Almaty.
It does not matter whether you are a legal entity or an individual, or what exactly you want to insure; only one thing matters: the attitude toward each client must be individual. It was not difficult to assess how much insurance company employees value their clients, how friendly they are, how politely they answer all questions, and how they create a certain image of the insurance company as a whole.
As part of this study, 13 representatives of the insurance sector were monitored. Three visits were made to a branch of each network. They included: "London-Almaty", "PANA Insurance", IC "Eurasia", "BTA Insurance", "Nurpolis", "Alliance Polis", "Kommesk Omir", "NSK", "Centras Insurance", "Kazkommerts-Polis", "NOMAD Insurance", "Amanat Insurance" and "Halyk-Kazakhinstrakh". The study was carried out by the "Mystery Shopping" method (secret shopper). Each of the 53 questions on the questionnaire was scored 0 or 1 point (yes or no). The 53 points scored make up 100% of the assessment. Points were converted into percentages, rounded to a whole number. The analysis uses a scale that is uniform worldwide:
0% - 50% - unsatisfactory; 51% - 70% - satisfactory; 71% - 85% - good; 86% - 100% - excellent.
The average level of service in insurance companies in the city of Almaty was 72%. On the assessment scale this figure corresponds to the "Good" category. Interestingly, the component with the record-high score was "employee behavior when communicating with clients" at 95 out of 100 possible. Such statistics cannot fail to please, since in modern society everyone expects polite, dignified communication and treatment. The lowest score (48%) among the components of the check went to the criterion "Greeting and initiating communication". It is surprising that in a country with an eastern mentality, renowned for its hospitality, such a trend can be seen.
Note that, according to the industry study, first place was taken by "Amanat Insurance", which scored 87%. This figure corresponds to the "Excellent" category.
Table 1. Components of the study
- Employee behavior when communicating with clients 95
- Appearance of staff 86
- Identifying the client's needs 78
- Presentation of solution options (offering any terms...) 67
- Concluding communication with the client 67
- Handling the client's objections and doubts 160
- Greeting, initiating communication 48
Table 2. Final rating of insurance companies, 2018
- Eurasia 59
- Centras Insurance 70
- Kommesk-Omir 71
- London Almaty 73
- NSK 73
- Kazkommerts-Polis 74
- Nomad Insurance 75
- Halyk-Kazakhinstrakh 76
- Nurpolis 81
- Alliance Polis 84
- Amanat Insurance 87
Editorial note: the tables are given as they were published in the original material. They contain inaccuracies — the year in the heading of table 2 does not match the year of the study, and the value "160" for the component "Handling objections" goes beyond the hundred-percent scale. The reliable original value has not been preserved, so the data has been left unchanged.
What the "mystery shopper" method shows
Mystery shopping is a check of service through the eyes of an ordinary client. A trained assessor comes to the office posing as a customer, asks typical questions and, using a pre-prepared questionnaire, notes what the employee did or did not do: whether they said hello, found out the needs, offered options, and answered objections. The method shows well the culture of first contact and the sales standards in offices.
Limitations of such a rating
- It is an assessment of service, not of reliability. The study does not measure the insurer's financial stability, the sufficiency of its reserves or its ability to pay compensation.
- Only first contact is taken into account. The most important thing for the client — the settlement of an insured event — is not part of such a check.
- A small sample. A few visits to branches in one city reflect the situation in particular offices in a particular period.
- The data is out of date. Since the study, mergers, renamings and changes in the make-up of participants have taken place in the insurance market.
How to choose an insurance company today
- Check the licence. The insurer must hold a valid ARDFM licence for precisely the class of insurance that you need.
- Find out about participation in the guarantee system. For a number of types of insurance, payments are guaranteed by the Insurance Payments Guarantee Fund within the limits set by law.
- Study the financial statements. Insurance organizations publish their statements; it is useful to look at the trend in capital, insurance premiums and payments.
- Look at independent ratings with a date. The ratings of international and national agencies are reviewed, so the date of assignment and the outlook matter.
- Compare the product terms. Cover, limits, deductible and exclusions affect the payment more than the difference in price.
- Find out the settlement procedure. The time to consider an application, the list of documents, the method of assessing damage.
The list of insurance organizations and information about them are collected in the insurance companies section. If you want to compare the offers of several insurers for a specific risk, you can get a consultation from a broker.