Digital Personalisation Assessment of Leading Motor Insurance Providers in the UK
In an era of rapidly evolving consumer expectations and market dynamics, the insurance industry is undergoing a profound transformation. Regulatory requirements, increasing pricing and the need to deliver exceptional customer experiences are driving a need for motor insurers to improve their digital personalisation. Insurers are beginning to turning to digital personalisation as a key strategy to differentiate themselves in the market.
This report explores the current state of digital personalisation among nine of the top ten UK major motor insurers by market share. These insurers were assessed across four phases of the customer journey – Consideration, Evaluation, Experience and Support.
As an industry in the early stages of digital personalisation, our study found three key areas of opportunity for motor insurers:
3 Key Recommendations
1. Improve the Basics - Motor insurers should focus on defining and implementing a digital strategy with personalisation at the centre
2. Offer an Omni-Channel Experience - Motor insurers should invest in the integration of different sales channels to enable customers to be uniformly supported
3. Consider the Customer Journey Context - Motor insurers should leverage CRM solutions such as automated webchat platforms to facilitate more efficient information handover
Download the study for full insights or contact us to find out how we can support.
-
Tony FarnfieldPartnerUnited Kingdom
Would you like more information?
If you want to get more information about this insight please get in touch with our experts who would be pleased to hear from you.
-
Tony FarnfieldContact mePartnerUnited Kingdom