Some 72% of UK consumers would show greater loyalty to insurance providers that demonstrate they know who they are and can refer to all aspects of the client’s history during any transaction, according to research.
According to a YouGov survey, carried out on behalf of Pegasystems, in the UK, the telephone is the most popular means of communicating with an insurance provider (cited by 42%), with face-to-face the third most popular, at 14%.
However, indicating a growing confidence and willingness to undertake personal transactions online, email was confirmed as the second most popular channel of communication (cited by 22% overall).
Jeremy Payne, senior director of international marketing at Pegasystems, said: “The Pegasystems research confirms the view that, in a world of increasing commoditisation and mass marketing, many consumers want a return to a ‘corner shop’ approach in which the provider knows who they are, the challenges they face and can provide an individualised solution that demonstrably meets their needs."
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