Distribution channels: How many policyholders are purchasing through broker, direct or a group plan? Are they buying over the phone, online, or another way? 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? Were consumers anticipating a rate increase? 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 & Ad Awareness: What are the awareness levels, advertising awareness levels, and reputation scores for major insurance brands, including your own?
Digital policy servicing: Which consumers have interacted with their insurance company online? Which digital methods would consumers prefer to use for different interactions? What proportion would never communicate with their insurer online?
Concern about natural disasters: Are Canadians concerned about their risk of damages due to overland flooding or wildfires? How confident are they that their current homeowners policy will cover expenses associated with these events?
