Comparison sites, cheaper rates, the best deals, you come across advertisements and advertising from insurers everywhere these days. They still almost literally scream for our attention. But what if they have our attention?
In 2014, we conducted a short study entitled ‘ Response time among insurers; there is still much to be gained ‘ paraguay phone number library. In that study, we examined 10 randomly selected insurers by testing their response speed to a ready-made sales opportunity: “I want to know more about legal expenses insurance, where can I go?”
The outcome of our research left a strange feeling. Yes, insurers were able to respond quickly and in a timely manner to questions. But the handling, the ‘closing of the deal’, was not yet what it should be. In most cases, the sales opportunity was not fully utilized, and we were left without having taken out an insurance policy.
Has anything changed?
Now, a year later, we look back on our analysis and are curious to see whether the behavior of our insurers has changed. Has the response time improved and is the omnichannel experience more in the DNA of the insurers? Or does it remain a topic that insurers struggle with? What is the current state of the customer experience and can we see differences compared to a year ago?
Response time among insurers 2.0
In order to be able to make a good comparison of the changes compared to a year ago, we have caseno email list decided to reproduce our previous analysis as exactly as possible. We use the same product, the legal expenses insurance, and set up a sales opportunity via the same available channels: telephone, Twitter, Facebook and e-mail or an online form, if applicable for the insurer in question. We naturally use the same group for our analysis: the 10 insurers, with a mix of direct and non black friday, pre-christmas shopping begins -direct writers. That is to say; insurers that do business directly with a consumer, or trade exclusively via an intermediary/advisor.