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Accenture insurance claims customer survey results

This survey reveals that nearly a third of respondents plan to switch insurers in the next 12 months.

Overview

At first glance, it would seem that property and casualty insurers are doing a good job of satisfying their customers. The Accenture Claims Customer Survey of almost 8,000 individuals in 14 countries showed that customer satisfaction with auto and home insurance is quite high. However, despite this, nearly a third (30 percent) of survey respondents said they plan to switch insurers in the next 12 months.

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Related Videos

Boost Customer Loyalty by Transforming your Claims Experience

Michael Costonis, Accenture’s Global Insurance Claims Lead, highlights key findings from the Claims Customer Survey—including some surprises.

Follow Michael Costonis' blog.

Why Claims Service Matters, Part One | Customer Satisfaction—Video

Accenture surveyed nearly 8,000 insurance policyholders globally, and found that even though the majority of customers are satisfied with their insurance providers, nearly one-third of them will switch providers within the year. This switching economy is worth an estimated $5.8 billion the United States alone.

In this video blog post—the first of six in this series—Michael Costonis Accenture Global Insurance Claims Lead, explains the survey methodology, its key findings and what it means for insurers.

Why Claims Service Matters, Part Two | Switching Economy—Video

In today’s market, customer retention is a key priority. And it’s increasingly challenging in the so-called switching economy, where customers have plenty of choice and few qualms about leaving their insurance providers. We wanted to know if the claim played a role in customers’ propensity to switch. The answer? Definitely.

In this video blog post—the second of six in this series—Michael Costonis explores the connection between the claims experience and customer loyalty.

Why Claims Service Matters, Part Three | Channel Preferences—Video

One consequence of our 24/7 world is that customers expect to be able to contact their insurer and access information at all times, and through their channel of choice. But when it comes to claims, which channels are preferred over others?

In this video blog post—the third of six in this series—Michael Costonis looks at customers’ channel choices during the claims process and what it means for insurers.

Why Claims Service Matters, Part Four | Social Media & Apps—Video

Across all industries, new technologies have changed the way that businesses interact with their customers. Insurance is no exception. We explored the role that social media and apps play in the claims experience.

In this video blog post—the fourth of six in this series—Michael Costonis examines how insurance customers are using social media and apps, and what that means for insurers.

Why Claims Service Matters, Part Five | Fraud—Video

Insurance fraud can take many forms, from complex organized rings to opportunistic individuals. As part of our global survey of almost 8,000 insurance policyholders, we wanted to understand whether customers were overstating their losses when submitting a claim—and if so, why they did it.

In this video blog post—the fifth of six in this series—Michael Costonis examines key findings surrounding claims fraud, and why prevention may begin with the claims experience.

Why Claims Service Matters, Part Six | Recommendations—Video

We spoke to nearly 8,000 insurance policyholders in 14 countries, with the aim of understanding customer attitudes toward claims. Some of our findings confirmed what insurers already know about their customers—and some results were surprising.

In this video blog post—the last of a six-part series—Michael Costonis shares four recommendations for insurers to focus their claims improvements.

Industry & topics highlighted

Insurance

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