Insurtech Wefox: the insurance industry must improve the customer experience

Insurtech Wefox is calling on the insurance industry to improve customer experience and trust in the industry. The insuretech surveyed more than 12,850 consumers in Germany, Italy, Poland, Switzerland, the UK and the US.

48% of respondents said the cost of their policies had increased in the last 12 months; 69% of them were worried about being able to afford their policies in the future; and 55% did not think they were getting a good deal from their insurance provider.

55% of consumers who took part in survey want the industry to offer digital and mobile services, just as banks do.

Despite this sentiment and in the face of insurance rates and the rising cost of living, only 13% of respondents would cut back on insurance, even if they were struggling to make ends meet, demonstrating the resilience of the age-old industry.

The founding principle of insurtech industry – to keep people safe – is as important today as it has always been. However, insurance can do more. It needs to go beyond protect and support.

There is also a clear appetite for technological change, as well as an interest in personalised insurance with 57% of policyholders wanting insurers to use personal data to tailor premiums to their needs.

47% of them said that they feel their premiums penalise them for factors outside of their control, such as postcode or profession.

Insurance is an ancient industry that continues to be crisis resistant. Now is the time for the industry to step up and take care of our customers. The words used by the thousands of consumers were that insurance is ‘unfair’, ‘complicated’ and ‘a waste of money’. That’s a long way from ‘protect’, ‘support’ and ‘keep me safe’.

Technology is transforming industries. Yet the greater part of the insurance industry has ignored the advantages and opportunities that technology can bring.

At wefox, we can see that by harnessing the power of technology to drive innovation we can revolutionise the way people not only think about insurance, but how they experience it

People are now demanding a better customer experience that is simple, convenient and fast. We are already witnessing how technology is delivering a superior level of customer experience from ordering groceries, booking travel or simply paying for their coffee all at a click of a button. Insurance can do the same.

by Peter Sonner