Worrying report from Eptica- massive gap in the service & communications customers expect and actually get.
As customers expect perfection- I want it now and I want it thought the channel of my choice- this is a key area for insurers to focus on.
Read the full report to judge the scale of the issue (link at bottom of page) and read this insightful article by Rick Huckstep- "The Uberisation of Insurance – Putting the Customer First"
91% of consumers say good digital customer service from insurers makes them more loyal - yet the UK’s leading insurance companies fail to accurately answer more than two thirds (68%) of routine questions asked through the web, email, Twitter and Facebook. In 2016 the figure was 47%, showing a dramatic decline in performance over the last 12 months. No wonder that just 15% of consumers are happier with the insurance customer experience compared to 5 years ago.
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