In Accenture’s global survey of claims customers, among customers who were dissatisfied with their claims experience, 29 percent had already switched to a new insurance provider and 54 percent said they planned to switch within the next 12 months. In other words, more than four out of five dissatisfied claimers are likely to defect.

Reasons for dissatisfaction, apart from the perceived fairness of the settlement itself, included the speed of settlement, explanation and transparency of the claims process, and the customer’s ability to contact the insurer anytime to find out the status of a claim.

Disgruntled customers pose a high risk of defection - dissatisfied claimers who have switched to a new insurance provider

To learn more:

Read the Accenture Global Insurance Claims Survey report

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