Property and casualty insurers have always known that the claim is their most vulnerable moment, and many have invested significantly in improving the claims experience. For the Accenture Claims Customer Survey, we surveyed nearly 8,000 insurance policyholders in 14 countries in North America, Europe, Turkey and Brazil.
Customers are generally satisfied with their insurance providers
Our research demonstrates that customer satisfaction doesn’t necessarily keep those customers from switching providers—and underscores the importance of making customer retention a priority. Next week, I’ll discuss one of the more surprising findings of our study: that filing a claim makes a customer nearly twice as likely to switch providers.