Accenture surveyed 4,000 insurance customers in the US personal lines market about what they want in an insurance carrier, what’s important to them in buying, which channels they prefer to use and more. In this chart of the week, I’ll look at the channels customers prefer to use when buying insurance.
Consumer channel preferences for buying insurance
In short, customers prefer to use different channels for different activities—and they’re likely to switch between multiple channels. Our study found that the channel of choice depends on where the customer is in the buying process. The more personalized advice they need, the more agents and personal relationships become important.
- Find out more about what high-performance insurers are doing to achieve profitable growth in a dormant market (pdf).
- Watch other videos in the series.