Approximately 90 % of the end consumers surveyed currently do not bother with personal consultation from agents and insurance companies. Nearly three quarters of prospective insurance clients continue to use the channel they used when they started their user journey. A substantial 27 % first obtain information online about insurance and then they conclude the transaction in store.
Customer experience: quick information on terms and conditions and prices
Insurees particularly value comparison portals and price comparison sites (62 %). One in two of those surveyed obtains their information on the insurance provider’s website. When concluding the insurance contract, what matters most is the insurance provider’s website, very closely followed by comparison portals. Nearly one in three of those surveyed finalised a policy on the move, using their smartphone or tablet.