Posted on January 27, 2015 by Darcy Dague
One of the biggest surprises from the 2014 Accenture Claims Customer Survey was the finding that customers who have filed a claim are nearly twice as likely to switch insurance providers than customers who haven’t. Whether satisfied or dissatisfied with their claims experience, it seems that the mere act of filing a claim makes a customer significantly more likely to defect.
The logical conclusion . . .
Posted on January 26, 2015 by Michael Costonis
In some lines of business, insurance has become increasingly commoditized. In this Insurance Chart of the Week, we’ll examine findings from the 2013 Accenture Consumer-Driven Innovation Survey, which offer stark evidence that today’s consumer expects more from their insurers than policies and pricing options.
Customers want—and expect—risk management advice from their insurers
Providing personali . . .
Posted on January 23, 2015 by Jonathan Rusby
Perhaps better known as a showman than an entrepreneur, P. T. Barnum was nevertheless successful in a range of businesses and dedicated to the idea that there was a customer born every minute. But while insurers may admire his optimism about an endless supply of potential buyers, they might consider applying his concept to their product portfolio instead. By making sure that a new product is “bo . . .
Posted on January 23, 2015 by AccentureINS
Accenture’s recent global insurance claims survey found that customers value access to different channels. The call center is most customers’ preferred channel for interacting with their insurers at all stages of the claim, followed by digital channels and the agent.
Digital was seen as an especially important channel for checking the status of a claim and the status of repairs or replacement. It . . .
Posted on January 22, 2015 by Kevin Meadows
In my last post, I discussed some of the findings of the recent Accenture survey on digital innovation, including the observation that many insurers expect to make acquisitions of digital insurance start-ups, telematics companies, and analytics firms, among others, to accelerate their digital progress.
As with other initiatives, including investments in home-grown digital innovation, insurers have . . .