How can insurers keep customers loyal and happy—especially at an insurer’s most vulnerable moment?
Many insurers have invested significantly in improving the claims experience, and as recent Accenture research found, they have succeeded in one respect. Globally, the majority of customers are satisfied or very satisfied—and the trend holds across Europe, and parts of Asia and Latin America.
Earlier this year, Accenture surveyed almost 8,000 property & casualty policyholders in both auto and home insurance. We included an equal proportion of men and women, and an even spread across five age groups. In addition, 40 percent of respondents had filed a claim within the past two years. We surveyed people in 14 countries, including 12 mature insurance markets and 2 emerging markets.
Among our findings: across the board, customer satisfaction is in the high 80s or early 90s. Of course, the numbers do vary by country. Over this four-part series, I’ll highlight some of the more interesting results from the survey. In the meantime, I invite you to explore the data yourself, using our interactive visualization tool.
- To learn more, read our latest thinking on Claims