Insurance Firms Failing to Ensure Digital Experience Satisfaction

September 27, 20193min

Insurers are the least trusted companies in the UK and are unable to answer over half of routine customer questions successfully, according to new research.

Digital Experience firm Eptica has released its 2019 Eptica Insurance Digital CX Study, which found that the insurance sector could answer just 46 percent of all queries asked via the web, email, and social media, trailing other industries (food retailers, fashion retailers, banking and travel) evaluated in an overall Eptica study.

Insurers still seem to be struggling to match customer expectations, although overall performance had risen by 10 percent from 2017. Only 20 percent successfully answered a basic question sent via email, despite 49 percent of consumers identifying it as their primary or secondary channel for finding information.

By contrast, with a 65 percent success rate, Facebook came top, but a mere eight percent of consumers said they wanted to use it to find information from insurers.

All of this points to a growing disconnect between what customers want and what is being provided by insurers, which undermines CX and trust. Trust begins with delivering on basic promises – 59 percent of consumers ranked giving satisfactory, consistent answers as a top factor in creating trustworthiness, while 63 percent rated making processes easy and seamless as key.

As well as email, chat also fared badly. Despite 49 percent of consumers voting it as their first or second preferred channel to find information, and 30 percent of insurers advertising it on their websites, just 10 percent (one company) had it working when tested.

Given these results, it is unsurprising that just three percent of consumers ranked insurance as the sector they trusted most, putting it joint last of 15, alongside airlines, the automotive industry, technology and telecoms.

Olivier Njamfa, CEO and Co-Founder, Eptica, said: “Insurers are facing a perfect storm of increased customer expectations, rising costs, and market disruption. The Eptica Insurance Digital CX Study shows that the majority are simply failing to cope, being unable to deliver adequate customer service on consumer’s channels of choice.”

“As we explain in the report, Insurers need to act quickly and do two things if they are to safeguard current and future revenues. First, they need to embrace processes, technology and knowledge to help them deliver the service that customers expect. Second, they need to listen to consumers and use this Voice of the Customer insight to drive continual CX improvement to ensure that they successfully compete moving forward.”


Paul Ainsworth

Paul Ainsworth

Experienced Irish journalist and former newspaper editor now helming executive editorial duties with Customer Experience Magazine, the UK's premier online source for Customer Experience news, features, and opinion, along with its sister site, CXM World.




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME


UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Editor
Paul Ainsworth
paul@cxm.co.uk

For general inquiries, advertising and partnership information:
aleksandar@awardsinternational.com
Tel: 0207 1932 428

For Advertising and Guest/Sponsored posts:
jovana@cxm.co.uk

For Masterclass enquiries:
danilo@cxm.co.uk
Tel: +44 20 86386491

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN

JOBS IN CUSTOMER SUPPORT

Find a job in customer support with Jobsora


Newsletter


cbd oil: cbd for cats hempworx 750 mg cbd oil pure cbd cream 1000mg near me does cbd reduce inflammation cbd for sore throat cbd oil shop near me zilis cbd cbd guidelines can cbd oil cause a positive thc test cbd oil and grapefruit mag res med cbd distributers r4 cbd oil 7 leaf solutions cbd infused kombucha 500mg cbd vape cbd vape sleep mystica portable cbd vaporizer review who isit 4 corners cbd reviews cannabear dc pineapple express cbd oil benefits legal vape cbd oil cbd oil in louisville ky how much cbd oil is recommended per day cumulative vs comprehensive cbd oil non thc georgia you are t

vape: how to use a dry herb vape e liquid vape shop 200 watt vape box vape pens dangerous tasty cloud pulse vape pen how to replace vapor canister purge solenoid voopoo drag mini update thc vape juice michigan e cigarette outlet muskegon vaping pod vape stores near me that are open smok novo leaking vapor liquid wholesale dripping atomizer vs tank weed vape juice v12 prince smok 80w rda atomizer reviews kbox mini vape tobacco mini super tank the profile by wotofo how much nicotine does a cigarette have suorin drop how to use uwell crown mod cotton balls vape uwell se1 ss coil not working flawless vape distro

weight loss: diet plan for weight loss 5 in 1 weight loss direct naturals weight loss shots mind diet for weight loss garlic and honey for weight loss her diet pills indian weight loss diet plan weekly diet meal plan for weight loss seaweed lotion weight loss sample meal plan for weight loss decalo weight loss therapy protein and fiber diet for weight loss weight loss for 40 year old woman otc phentermine at walmart sweat suits for weight loss weight loss seminar near me weight loss eating plans weight loss with green tea pills weight loss pills nyc kale juice for weight loss oprah winfrey diet pills 2014 squats for weight loss free adipex diet pills acv diet for weight loss lose weight fast pills gnc kale juice recipes for weight loss quick easy weight loss programs gut health weight loss

male enhancement: generic viagra price best herbs for energy 906 white pill why do i always have a boner long penus 5 inch dick sex 18 in penis how long does l arginine last watermellon and viagra mens health supplements tramadol erectile dysfunction what does a boner mean best way to please a man grockme in stores supplements to increase energy bathmate penis a better tomorrow counseling herbal virility white pill m 10 low testosterone premature ejaculation rhino capsule how to build sex drive muira puama testosterone hims subscription is labdoor reliable new male enhancement pills male enhancement vitamin shoppe man arouse