Customer satisfaction: Are insurers keeping up with rising expectations?

As much as $470 billion in life insurance and P&C insurance premiums will be up for grabs globally as a result of declining customer loyalty and the perceived commoditization of products, according to Accenture’s report, “Capturing the Insurance Customer of Tomorrow.”

“The study data indicates insurers are not keeping up with rising customer expectations, leading to increased customer dissatisfaction with insurance providers,” said said John Cusano, senior managing director of Accenture’s global Insurance practice in a statement. “This has created a ‘switching economy,’ which threatens traditional insurers by giving the advantage to companies most successful at exploiting digital technologies.”

Below, a summary of Accenture’s findings. (Click image to enlarge.)

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