Customer opinions really do count when it comes to buying insurance. When choosing an insurance provider consumers trust the recommendations of customers over industry experts. We conducted a survey with over 2000 adults which showed that 45% of people trusted customer's opinions compared to only 17% for industry experts.
When customers are choosing their insurance cover there will be considerations on price, cover options, and brand. Most won’t have experienced the claims service of the provider they are considering, and yet how the brand will perform at the real moment of truth is the whole purpose of the product.
As we head into an era of unprecedented change for our industry, brands will be looking at ways to build relationships with customers in a bid to win their loyalty.
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