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OVERVIEW

 

Explore the Data

The Accenture 2013 Consumer-Driven Innovation Survey addresses two of the most critical issues facing insurers today: how are consumers’ expectations changing, and how can new digital technologies help carriers meet these expectations? Key topics include channel preferences, managing vs only insuring against risk, mobility, social media and personalization – all of which are becoming increasingly important to insurance customers.

In addition to customers’ preferences, the survey report presents five elements that tomorrow's customer-centric digital insurer must use to create a customer experience blueprint that breeds loyalty—and drives profits.

The survey results – based on input from more than 6,000 respondents in 11 countries – can be explored by selecting the topic links below.


To find out more about Accenture's Consumer-Driven Innovation Survey, download the full report. [PDF, 1.87 MB]
About the Survey and Interactive Tool

The Accenture 2013 Consumer-Driven Innovation Survey interviewed 6,135 insurance policyholders across 11 countries. The interviews, which were conducted online between July 4 and July 25, covered the automotive, home and life sectors – the breakdown of the sample is depicted below.

Note: Filtering the data may result in some of the sample sizes (number of respondents to the question) becoming smaller than 100. When this is the case, the data should be regarded as indicative rather than definitive. It is also possible that, due to rounding, some of the totals may be larger or smaller than 100 percent.

BUYING INSURANCE

CHANNEL PREFERENCES

MOBILITY

MANAGING VS. INSURING RISK

To an increasing degree, customers expect their insurance provider not simply to insure them against loss, but to help them take effective steps to prevent the loss in the first place.

TELEMATICS, PERSONALIZATION & VALUE-ADDED SERVICES

GAMIFICATION

Half a billion consumers – 183 million in the US – play computer games for at least an hour a day. Games have become one of the most popular mobile and computer applications, and insurers are discovering that insurance-related games can do much to build engagement, product understanding and brand affiliation.

SOCIAL MEDIA

CONTACT US

To speak to someone about the findings, or how to embark on a digital transformation, please contact:

Connections