The Insurance Purchase Decision - US - August 2017
"Insurance is not a product consumers particularly like to buy, and they don’t typically switch companies once they have purchased what they need. Insurers need to find new customers where possible, often among young people or those who are entering a new lifestage. Once they get a new customer, interactions between customer and insurer will be infrequent, so it is important for insurers to find ways to develop an ongoing relationship with customers outside of transactions. Being available to customers via all channels digital and human will also be a key factor in success."
- Robyn Kaiserman, Senior Financial Services Analyst
This Report looks at the following areas:
Differentiation is a challenge
Most prefer to use one insurance company – but still want to shop around
Online and mobile tools are still underused
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