Assessment of level of quality of property insurance within the scope of protection against ecological risks in Poland with the use of the Servqual method. Research results

Abstract

The article addresses the issue of ecological insurance. Its aim is the assessment of the level of the quality of property insurance services within the scope of protection against ecological risks by individual clients in Poland (from the Podkarpackie, Świętokrzyskie and Małopolskie voivodeships). The SERVQUAL method was used to measure the quality of services provided by insurance companies. The analyses showed that ecological insurance is practically non-existent on the Polish market even though protection against ecological risks is offered by 25 insurance companies (78.1%). The survey research was carried out among 450 respondents – clients of insurance companies in years 2015, 2016 and 2017. The results indicate the reluctance of individual clients to conclude insurance contracts. The SERVQUAL indicators are at the level below the proposed critical point of .00, which indicates the lack of the so-called quality optimum.