According to the IRC’s Public Relations and International Affairs office, the survey findings indicate that, despite diversity in demographic and employment status among respondents, most are covered by organizational and group insurance plans. Six insurers—Dana, Dey, Moallem, Kosar, Asia, and Iran—together account for nearly 60% of the market share. Policyholders primarily utilize physician, laboratory, and pharmaceutical services, while long processing times for claims and reimbursements are cited as the main source of dissatisfaction.

The research highlights a significant gap in insurance awareness among policyholders, which is the root cause of much of the dissatisfaction. Other key findings include moderate and unstable evaluations of insurer performance, ambivalent attitudes toward insurance, and limited trust in financial and healthcare processes. Overall, the results show that satisfaction with supplementary health insurance is strong in human interactions but weak in financial and service dimensions. While respondents report high satisfaction with staff behavior and responsiveness—including agency representatives—dissatisfaction is prevalent regarding financial and service-related elements, such as coverage limits, reimbursement time, insurer payments, and scope of services. This indicates that the main challenges lie in coverage structure and operational processes rather than in human interactions.

Nevertheless, over 70% of survey participants considered insurance helpful in supporting the public. The average overall satisfaction score for supplementary health insurance was 12.7 out of 20, with recommendations primarily focused on expanding service coverage, improving reimbursement processes, and enhancing responsiveness quality.

The full report is available in the Research Reports section of the IRC’s website.