The Problem of Choosing Health Insurance Based on Continuity; How and Which One Should We Choose?

The primary objective of this study is to provide a rational and systematic evaluation framework for decision-makers who have purchased or intend to purchase health insurance, taking into account the multi-criteria and uncertain nature of the health insurance selection problem. Within this scope, the Fuzzy LOPCOW method was integrated to weight the criteria, while the Fuzzy CoCoSo method was integrated to evaluate the performance of alternative insurance companies. The insurance companies that issue the most health insurance policies were identified as alternatives based on current data from the Turkish Insurance Association; the set of criteria was developed based on a literature review and expert opinions. According to the analysis results, premium affordability and customer complaint levels emerged as the most decisive criteria in health insurance selection. The relatively low weight of the brand strength criterion indicates that users prioritize cost, performance, and customer complaint criteria in their insurance preferences. As a result of the evaluation of alternatives, A5 was determined to be the most suitable health insurance provider, followed by A4, A6, and A7. The study contributes to the literature methodologically with its fuzzy multi-criteria decision-making approach in health insurance selection, while also providing an applicable decision support tool for health insurance customers, insurance managers, and policymakers.