Love, hate or indifferent: UK customers on insurers in 2020

Covid-19 and the lockdown have had a profound economic impact in the UK. Financial institutions were asked to help their customers during this crisis. Some insurers were called out for not responding fast enough in accepting claims for business disruption. However, for consumer insurance, there were some bold measures to offer discounts on premiums, for example, car insurance. Yet what is the evidence for how the pandemic crisis might have affected the attitudes of insurance customers?

To find out more, Guidewire commissioned the market research agency Censuswide to survey a representative sample of 1,000 UK insurance customers, who were polled after Covid-19 lockdown measures started in Spring 2020. The aim of the survey was to provide the latest insights into how UK insurance customers view insurers, their products, and their services.

Download this report to find out how consumer attitudes towards insurers have been affected.

Topics covered:
• What impact is Covid-19 having on relationships between customers and insurers?
• How can insurers make themselves relevant for the new ways people will live as the lockdown eases?
• How do customers want insurers to interact with them?
• Will new personalised service models and technologies like AI and ML help bridge the gaps between insurers and customers?
• Consumer attitudes towards sharing personal data.
• What should insurers do?