WHAT CUSTOMERS WANT FROM

AN INSURANCE PROVIDER
MOST IMPORTANT ATTRIBUTES OF CUSTOMER EXPERIENCE COMPARED WITH PERFORMANCE Global all-industry Global all-industry
performance median importance median
GLOBAL CONSUMER SURVEY OF GENERAL INSURANCE PROVIDERS
TYPE OF ATTRIBUTE Staff engagement Brand value and reputation Value for money Executional excellence Ease of doing business Personalised offering Accessibility

60

LOW HIGH
IMPORTANCE IMPORTANCE
PERFORMS 03 PERFORMS
WELL WELL
06
13 02
05
50
11 08
16 12 01
14 10
18
04 07
23 17
20 19 15
PERFORMANCE (%)

22 09

40
24
26
28 21
29 25
27
30
30
LOW HIGH
IMPORTANCE IMPORTANCE
PERFORMS PERFORMS
POORLY POORLY

20 30 40 50 60 70 80
IMPORTANCE (%)
ATTRIBUTES
Value for money A company I know Ease of getting Consistency of service Rewards my choice
01 06 will deliver 11 issues/queries/ 16 continuity in communications 21 Rewards my loyalty 26 to do business with
complaints resolved or interactions the company

Staff who are honest Getting things right Speed of making an Ability to get in contact Availability of services
02 and tell the truth
07 the first time
12 inquiry/transaction
17 with the company with
22 around the clock
27 A brand that inspires me
short wait times

Staff who consistently Speed when resolving Staff who are Trust in the brand to do Choices/options available Physical proximity/ease
03 follow through on
08 a complaint/resolving
13 knowledgeable
18 the right thing
23 for communications
28 of access of a company
their promises a query

A company that puts Trust that the brand Staff with a Trust that the brand A company that is well Appearance and operations
04 the customer first 09 delivers on its promises 14 positive attitude 19 understands my needs 24 regarded in the media 29 of a website

Quality of advice and Speed of service Having services and Offers products and services Availability of rewards Ambience of decor of
05 service offers
10 15 products that are easy
20 that can be tailored to my
25 and promotions
30 a branch/store
to understand specific needs

Source: 2015 Customer Experience Barometer, KPMG

PREFERRED CHANNELS FOR COMMUNICATION WITH INSURER (%) FACTORS THAT WOULD HELP INSURERS IMPROVE
GLOBAL SURVEY OF INSURANCE CUSTOMERS CUSTOMER EXPERIENCE (%)
Digital E-mail Telephone GLOBAL SURVEY OF INSURANCE CUSTOMERS

RESEARCH ACCESSIBILITY

TAILOR TO
QUOTE CUSTOMER NEEDS

PURCHASE CONTENT EXPLANATION

VARIETY OF INSURANCE
RENEW SERVICES/PRODUCTS

AMEND MORE ONLINE ACCESS

LOYALTY POINTS FOR

CLAIM CONSUMER STORES

0 10 20 30 40 50 60 70 80 90 100 0 10 20 30 40 50

Source: PwC 2014 Source: PwC 2014

INSURANCE CUSTOMERS WHO HAD A POSITIVE EXPERIENCE, BY COUNTRY TOP REASONS FOR CLOSING/REPLACING A POLICY
SURVEY OF INSURANCE CUSTOMERS IN 30 COUNTRIES GLOBAL SURVEY OF INSURANCE CUSTOMERS

BY INSURANCE TYPE: LIFE AUTO HOME

TOP 5

01 AUSTRIA 64.9% Cost/terms 50% 57% 59%

02 US 58.5% Policy benefits/

coverage 47% 42% 48%

03 BELGIUM 57.7%
Recommended
by broker/friends 38% 29% 39%
04 AUSTRALIA 57.1%
Frequency/
relevance of 28% 16% 34%
communication
05 FRANCE 56.8%
Level of service 28%
received 26% 31%

BOTTOM 5 Policy did not

align to my life 26% 14% 26%
circumstances
26 SPAIN 39.2%
Research
I conducted 25% 20% 30%
27 TAIWAN 37.7%
Experienced personal/
family milestones 24% 11% 25%
28 HONG KONG 37.6%

29 CHINA 37.3%
Brand reputation 24% 17% 29%

Did not like the

30 SOUTH KOREA 33.6% way it was handled 22% 18% 26%

Source: Capgemini 2016 Source: EY 2015