An interesting development in streamlining the quotation process. Pegasystems recently commissioned YouGov to survey +1600 British insurance customers about their attitudes to the insurance renewal quotes process and what solutions make them renew. The key findings were:

• When it comes to the renewal of an insurance policy, most consumers (62%) will invest the time to search for the best price from a range of providers

• However, despite this desire to “know what good looks like” consumers don’t like searching for a new policy. When asked to describe what best describes the process of hunting for a new policy at renewal, 30% of all GB adults with insurance surveyed said “frustrating” and 16% said it was “time-wasting”. Only 9% described the process as “satisfying”

However, to avoid searching for new policies, there was a positive response for creative solutions by insurers:

• 73% of consumers said being given a quote comparison with equivalent insurers in the market to assure them the quote is reasonable would encourage them to renew with their current insurance provider.

•69% said being offered a reasonable, fixed, three-year deal on insurance premiums with no increase in cost would make them likely to stay

• Making the renewal process simpler and personalised also ranked highly with over half of consumers (60%) saying this would be likely to make them renew with their existing insurer

The clear message from consumers is they find the quest for new deals at renewal frustrating and a waste of time. They want their time back, the work of crafting a better deal done for them, and to be confident that they are getting a reasonable deal.

For insurers fighting to retain customers it is significant how consumers are willing to make a commitment back to the insurer who will give them that comfort through innovative offers and better, personalised service at renewal.

Re-imagining renewals to benefit everyone requires new digital and agile operating models, based on technology which can personalise the balance between making money and giving real long term value to the customer. At the heart of this technology must be AI and real time decisioning, pre-emptively helping customers to make good, informed decisions about where to place their business.

By doing this, insurers can make the renewal process less frustrating. They can also break the vicious cycle forced on them of “new customers only” pricing, reward loyalty and kill off the loyalty tax stigma. Everyone is happy!