CAF, Health insurance… It’s mission impossible to reach these services by phone

It is a charge thrown at the operators of public services. In a study conducted with the Defender of Rights, the association “60 Millions de consommateurs” denounced on Thursday January 26 the difficulties encountered by users in contacting public services and collecting information on administrative procedures. The magazine had already published a survey in 2017 in which it deplored the lack of responses to phone calls from users. Six years later, the ailments pointed out remain topical.

Particularly targeted health insurance

To do this, “60 Millions de consommateurs” made 1,532 calls between September and November 2022, choosing types of users in need of information: people without the Internet, people with poor command of French and the elderly without access to the Web. . Health insurance emerges as the bad student. With more than seven out of ten appeals unsuccessful, the institution is in a very bad position. Even if, according to her, the calls have more than doubled since the fall of 2019, in parallel with a lack of advisers.

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Conversely, the Pôle emploi is positioned at the top of the ranking of the list of public services with the highest rate of successful calls. More than eight out of ten calls found a finality. But the association specifies that the calls end in an unsatisfactory way, by returning to the Internet, for example. For the two co-authors of the study, the reaction must be political. Thus, they are proposing a law establishing a local counter with all the representatives.