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©2014EYGMLimited.AllRightsReserved.Learn more and review full report at ey.com/insurance/GCIS2014
The EY Global Consumer I...
©2014EYGMLimited.AllRightsReserved.
The EY Global Consumer Insurance Survey 2014
Key
Finding
1 High turnover and low trust...
©2014EYGMLimited.AllRightsReserved.
The EY Global Consumer Insurance Survey 2014
Key
Finding
2 Just because they leave you...
©2014EYGMLimited.AllRightsReserved.
The EY Global Consumer Insurance Survey 2014
Key
Finding
3
Insurers have so few intera...
©2014EYGMLimited.AllRightsReserved.
The EY Global Consumer Insurance Survey 2014
Key
Finding
4
Consumers want more frequen...
©2014EYGMLimited.AllRightsReserved.
The EY Global Consumer Insurance Survey 2014
Key
Finding
5
As consumers embrace digita...
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EY Global Consumer Insurance Survey 2014

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Objective: Uncover and deliver insights into current consumer preferences and attitudes about their relationships with insurance providers.

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EY Global Consumer Insurance Survey 2014

  1. 1. ©2014EYGMLimited.AllRightsReserved.Learn more and review full report at ey.com/insurance/GCIS2014 The EY Global Consumer Insurance Survey 2014 Objective: Uncover and deliver insights into current consumer preferences and attitudes about their relationships with insurance providers. 24,000 people 30 countries 50 questions Product types – primarily life and non-life Consumers of independent brokers, dedicated agents, direct from insurers, employers, banks Four geographic regions Learn more and review full report at ey.com/insurance/GCIS2014 The survey incorporated: Americas Asia-Pacific EMEIA Japan
  2. 2. ©2014EYGMLimited.AllRightsReserved. The EY Global Consumer Insurance Survey 2014 Key Finding 1 High turnover and low trust signal serious relationship issues. Supermarkets Banks Car manufacturers Online shopping sites Insurance companies Pharmaceutical companies 84% 82% 80% 78% 68%70% Insurers are not as trusted as other types of businesses Learn more and review full report at ey.com/insurance/GCIS2014
  3. 3. ©2014EYGMLimited.AllRightsReserved. The EY Global Consumer Insurance Survey 2014 Key Finding 2 Just because they leave you doesn’t mean they don’t love you. Good news: insurers have many advocates 66% Customers likely or very likely to recommend their insurance provider to friends or relatives. Bad news: advocates often leave Customers willing to recommend their insurance provider who have closed policies in last 18 months. 38% The relationship can go on even if policies are lost “Alumni” customers who leave may have future value$ Learn more and review full report at ey.com/insurance/GCIS2014
  4. 4. ©2014EYGMLimited.AllRightsReserved. The EY Global Consumer Insurance Survey 2014 Key Finding 3 Insurers have so few interactions with their customers that each one becomes a critical moment of truth. 44% Customers who have had no interactions with their insurers in the last 18 months 70%Customers experiencing moments of truth who report a positive outcome Engagement = Opportunity Learn more and review full report at ey.com/insurance/GCIS2014
  5. 5. ©2014EYGMLimited.AllRightsReserved. The EY Global Consumer Insurance Survey 2014 Key Finding 4 Consumers want more frequent, meaningful and personalized communications. Customers who want to hear from their insurers at least semi-annually 57% Customers who currently hear from their insurers at least semi-annually 47% Ready to hear from you Only 14% of customers are very satisfied with current communications Learn more and review full report at ey.com/insurance/GCIS2014
  6. 6. ©2014EYGMLimited.AllRightsReserved. The EY Global Consumer Insurance Survey 2014 Key Finding 5 As consumers embrace digital, insurers must rethink their distribution strategies and partner relationships. 80% Consumers willing to use digital and remote channel options for different tasks and transactions. Phone Video Online ChatEmail Learn more and review full report at ey.com/insurance/GCIS2014

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