Reimagining customer relationships - EY

Reimagining customer relationshipsKey findings from the ey global Consumer Insurance Survey 201403 Executive summary 05 About this report methodology 06 Introduction 08 Key finding 1: High turnover and low trust signal serious relationship Key finding 2: Just because they leave you doesn t mean they don t love Key finding 3: Insurers have so few interactions with their customers that each one becomes a critical moment of truth. 32 Key finding 4: Consumers want more frequent, meaningful and personalized communications. 38 Key finding 5: As consumers embrace digital, insurers must rethink their distribution strategies and partner Conclusion48 ContactsContentsFor additional information about this survey, go to years after EY s inaugural global Consumer Insurance Survey, results from the 2014 survey confirm that the insurance industry faces the same type of digital-driven and consumer-led disruption that retail, banking, media and entertainment and other sectors have experienced.

Reimagining customer relationships | Key findings from the EY Global Consumer Insurance Survey 2014 5 About this report EY’s Global Consumer Insurance Survey 2014 …

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