Customer satisfaction with insurers is slowly declining, dropping from 83% in 2017 to 75% in 2020. Recent claim experiences have a negative impact on satisfaction and are a top reason for customers leaving insurers. Younger customers have much lower trust levels in insurers compared to older customers. Insurers can prevent declining satisfaction by increasing trust through improved data security, transparent behavior and proactive communication. They should also offer a seamless digital and physical customer experience and provide ecosystem services, especially mobility services, that customers have the greatest appetite for.

1. Insurance customers are still happy, but
their satisfaction is slowly melting...
75%of customers are
(very) satisfied
2017
2018
2019
2020
83%
81%
78%
75%
FROM GREAT
TO GOOD
WHAT ABOUT
CLAIM EXPERIENCE BEING
THE TIPPING POINT
SATISFACTION
IS SLOWLY
MELTING
CONSUMER INSURANCE SURVEY 2020
the future?

2. Recent claim
No recent claim
Recent claim experience
also has a negative
impact on customer
satisfaction.
Making a claim is the key moment of truth
Today, insurers are failing to provide a good claim experience.
18%
15%
14%
The way my claim is handled
is not what I expected
The amount I received to cover my damage
is not what I expected
It takes too long for my claim
to be paid out
What are the main reasons for leaving your insurer?
58%
47
11% gap
%
If you could start all over, would you choose the same
insurance provider?
To what extent are you satisfied with the following aspects at your insurer?
9%
20%
22% 17%
75% 73% 72%
78%
69%
55%
51%
55%
Overall satisfaction Follow-up after
making a claim
Speed of claim
payout
Top reasons for
customers to leave their
insurers are linked to the
claim experience.
Customer loyalty is
negatively impacted by a
recent claim experience.
YES, without recent claim
YES, with recent claim

3. BY INCREASING TRUST.
#1
HOW CAN INSURERS PREVENT
THEIR CUSTOMERS’ ICE CREAM
FROM MELTING?
60%
67%
79%12%
7%
People trust their insurer
but there is a huge gap
between age categories.
≤ 29y 30-49y ≥ 50y
66%
65%
62%
62%
Knowing that my insurer takes special care of its
cyber and data security
Transparent behavior of advisors when
offering me products & services
Ability to visually compare offers & fees
between my insurer and the competition
Proactive communication
in case of disaster
What would make you trust your insurer more? Data security,
transparent behavior &
proactivecommunication
are key elements for
increasing trust.

4. BY OFFERING A SEAMLESS PHYGITAL
CUSTOMER EXPERIENCE.#2
-7 -8
-100 100
Net Promotor Score (NPS)
5
-100 100
Overall Experience Web Digital Experience Mobile Digital Experience
Moreover, the aspects
customers are least
satisfied with are linked
to their insurer’s digital
capabilities.
To what extent are you satisfied with the following aspects at your insurer?
75%
56% 54% 53%
The ability to manage
my insurance products
digitally
The ability to file
a claim digitally
Overall satisfaction The ability to purchase
insurance products
digitally
54%
The digital capabilities
of becoming a client
Today’s digital offering fails to convince customers of all ages.

5. BY OFFERING ECOSYSTEM SERVICES
FOR WHICH CUSTOMERS HAVE THE
BIGGEST APPETITE.#3
Interested Willingness
to pay
Willingness
to switch
40%
27%
20% 21%
10% 11%8%
4%
12%
Home services
Interested Willingness
to pay
Willingness
to switch
24%
12%
17%
12%
3%
8% 5% 3% 5%
Health services
Interested Willingness
to pay
Willingness
to switch
54%
41%
28%
19%21% 18%
11%8%
40%
Mobility services
≤ 29y 30-49y ≥ 50y
Age groups
Appetite for ecosystem
services is highest in
mobility services.

6. What’s next?
NICOLAS
PIREAUX
nicolas.pireaux
@accenture.com
©2020Accenture.Allrightsreserved.
Source:AccentureMarketPulseSurvey,2020
WOUTER
DE SMET
wouter.de.smet
@accenture.com
JULIEN
HUYBERECHTS
julien.huyberechts
@accenture.com
For deeper insights based on our insurance survey, feel
free to contact one of our experts!
Be more transparent and
proactive
Consumers are increasingly
looking towards the digital
channel for after-sales
activities
Grasp the opportunity
to attract the younger
generation
#1
INCREASE
TRUST
#2
OFFER A SEAMLESS PHYGITAL
CUSTOMER EXPERIENCE
#3
OFFER ECOSYSTEM
SERVICES
OUR RECOMMENDATIONS