Gauging North American P&C Industry Sentiment on Tactics to Enhance CX

As policyholder retention becomes even more important than in previous years, enhancing CX can play a major role.

Boston, April 23, 2019 – The headwinds facing property and casualty carriers are effectively forcing them to focus less on growth plans and more on policyholder retention, since keeping business already on the books is less expensive than attracting new business. One of carriers’ retention tactics is to improve the customer experience. So what are carriers and their vendors doing to enhance that experience?

This Impact Note examines carrier executives’ sentiment about a variety of CX-related matters, such as the efficacy of CX efforts, the CX efforts their firms are currently deploying, and the steps along the policyholder journey where CX would be best deployed. It is based on a survey of 48 executives at P&C insurance carriers and insurance technology vendors in North America conducted between February 2019 and March 2019.

This 23-page Impact Note contains nine figures and four tables. Clients of Aite Group’s P&C Insurance service can download this report, the corresponding charts, and the Executive Impact Deck.

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