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According to a new survey of auto and homeowner policyholders, age is the most significant factor in carrier loyalty. Twenty percent of 18 to 34 year olds changed auto carriers in the prior 12 months, compared to only 10% of those 51 and older. Price remains the biggest single element the survey participants consider when purchasing personal lines insurance.
Banks are still feeling the pain from new legislation that limits the amount of money they can charge customers for some services. In addition, some banks have withdrawn from the mortgage market. These changes in the industry have left operators looking for new product lines, especially in investments and insurance.
Many young adults have a limited understanding of how to manage finances as they transition into independent living settings and the task of buying insurance falls into this category. While younger consumers acknowledge the importance of property, auto and liability coverage, they are looking for more information, often online. This trend provides a new opportunity for agent networks.
Small business owners have been hit especially hard by the recession. The combined effects of the credit crunch and the drop in business activity has made it difficult for SMBs to compete, especially for top talent. On top of that, many SMBs cannot afford to offer the kinds of employee benefits that their larger counterparts, companies with 500+ employees, do.
Few consumers enjoy the process of filing an insurance claim relating to home damage. But accidents do happen and consumer sentiment about an insurance company is closely linked to how they are treated during the claims process. J.D. Power and Associates recently surveyed consumers who filed a homeowner’s claim to determine satisfaction levels and the likelihood of renewing with the same company. The company’s findings provide insight for insurers who want to acquire new customers and retain the ones they currently have under contract.
Like operators in many other industries, insurance companies are feeling economic pain. And they are looking for better ways to market and deliver their services. In large part, insurance companies across the globe are planning to move more operations online.
Insurance companies appear to be taking a page from food marketers’ handbook. A recent report in Youth Markets Alert describes how insurance companies are expanding their efforts to reach the youngest consumers: kids and teens. One company, American Family Insurance, is sponsoring the “Clifford the Big Red Dog Be Big” campaign while State Farm has underwritten the Nickelodeon’s “Go Diego, Go Live! Tour.”
Local insurance agents often carry lines from several major insurance companies. As they sell to and then service clients with claims, these local agents generally say they are satisfied with the carriers’ response to policy pricing and claims handling. But according to a Deloitte and National Underwriter magazine survey, local insurance agents say there’s one big area where they feel ignored. Only 10% of these businesses say they are consulted often when it comes to marketing and branding.