Customer Engagement in Insurance


The marketplace forces shaping today's insurance industry are growing in number and in strength. These forces are producing a highly challenging environment, reflected by pricing pressures, product commoditization, and customer evolution.

Product excellence for insurers is a necessity but in this environment, a strategy focused on the quality of customers' experiences and the resulting change in customer engagement is the new differentiating approach that will separate those insurers who maintain the status quo from those who excel through organic growth. The dominate driver of that growth will be the acquisition, retention, and development of engaged and profitable customers.

To understand the state of customer engagement in the insurance industry and to identify the priorities and plans by which insurers can enhance engagement, KBM Groupan insurance Customer Engagement Agencypartnered with 1to1 Media to conduct quantitative research.

Using data gathered from nearly one-thousand U.S. customers of life and property & casualty (P&C) insurers, this complimentary research report gives readers answers to the following questions:

What is the current state of engagement for customers of life and P&C insurers?

Which actions of an insurer are most influential in impacting customers' engagementand, how does that vary across the lifecycle?

To what extent do improvements in customer engagement impact important business outcomes for insurers?