CII: Brokers outscoring insurers and aggregators over customer loyalty

Matt Connell

New data published by the Chartered Insurance Institute today has revealed that professional brokers are doing more to build consumer loyalty and confidence than price comparison sites, banks and building societies, or insurers themselves.

Overall, the latest CII Public Trust Index showed the gap between consumer expectations of how they will be treated by insurance providers and their actual experience is at its greatest since the survey began in 2019.

The CII claims the widening gap reflected the high importance consumers place on having their loyalty rewarded – such as not paying more than a new customer – yet reporting lower satisfaction with how insurers are performing in this respect.

The difference between the two measures –

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