Distribution channels: How many policyholders are relying on the broker, agent, direct, and internet channels? Who are they, how satisﬁed are they, and what are the key drivers of channel choice? How do they want to buy insurance in the future?
Satisfaction with insurance provider: How satisﬁed are policyholders with their provider, their policies, the variety of coverage options, the competitiveness of discounts, the ease of obtaining and changing their policies? How likely are they to recommend their provider? What are the key drivers of satisfaction? What level of satisfaction is necessary to retain customers and encourage them to recommend?
Claimant satisfaction: How satisﬁed were claimants with the claims experience overall and with key elements, including the representative, procedure, policies, and perceived fairness of the settlement.
Price and billing: Have premiums changed? If so, how were they informed, and did it aﬀect satisfaction, loyalty, and prevalence of shopping or switching? What are policyholders’ current – and preferred – methods for billing and payment? Are billing statements clear, and how should they be improved?
Loyalty: What are the key drivers of provider choice and renewal? How likely are customers to renew or switch? Are they shopping – for what? What is the inﬂuence of price, incentives, promotions, communications, and external factors like aggregators on satisfaction and loyalty? What constitutes good value for money, in addition to good pricing?
Contact, information, and communications: Are consumers proactively contacted by their agents, brokers, and insurers? How does proactive contact inﬂuence customer loyalty? How do consumers view eﬀorts to retain them? How do customers use and feel about quote aggregators as well as online chat, call centres, social media, and other communications?
Brand: What are the awareness levels, advertising awareness levels, and reputation scores for the major brands, including your own?
Usage-Based Insurance: Are consumers aware, familiar, and interested in UBI and telematics? What is appealing? What are the barriers? Does it have potential to encourage switching? Is it more or less appealing to millennials or other generational segments?
New Products and Policies: How knowledgeable are consumers about their current policies and additional policies oﬀered by their provider? Are policyholders aware of the policies available which cover the impacts of extreme weather such as ﬂooding, earthquakes, and other disasters? How likely are they purchase such policies? Do they view these policies as increasingly necessary? What are the key drivers inﬂuencing adoption?