Ok, so we in insurance are starting from a low (the Lowest!) point. Therefore, the only way is up.
There are so many things that insurers can do to rectify this in simple 90 day projects. Projects which can revolutionise their retention, improve cross/up sell and give personalised customer experiences which make people feel good about their insurer.
Why are insurers so far behind the curve. I understand the conservatism we instill in our risk managed world but this is systemic and industry wide thinking which inhibits our ability to draw equal to other industries, let alone overtake them.
A score of C minus, I'm afraid. Let's start doing better - and soon!
It looks like insurers in the UK need to up their people skills. A survey has revealed that 27.9% find the insurance sector as the worst when it comes to customer service. “Obviously insurers don’t have the day-to-day interaction that banks have, so they need to find ways to make themselves more relevant to customers more often,” explained Engine co-founder Joe Heapy, as quoted by the report. Heapy said banks provide a more personalised experience through the use of data, and have enhanced their mobile and digital service offerings.