Insurers Lacking in Customer Service: Accenture Survey

While the majority of insurers (91 percent) believe future growth depends on providing a special customer experience, most insurers surveyed by Accenture do not currently see themselves as providing differentiated products and levels of service. Accenture interviewed 119 insurers for a global survey.

The survey reveals that more than three-fourths of respondents (79 percent) rated themselves as “average” or “among the weakest in the industry” in their ability to provide their customers with multi-channel access to their services, including through mobile devices. More than two-thirds (70 percent) rated themselves as “average” or “weak” in their ability to tailor products and services to customers’ needs and almost two-thirds (64 percent) gave themselves similar ratings in their ability to provide innovative products and services.