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Seventy-four percent of auto insurance customers want to hear from their carrier at renewal. (Photo: Shutterstock) Seventy-four percent of auto insurance customers want to hear from their carrier at renewal. (Photo: Shutterstock)

Although nearly all agents (94%) who participated in the recent Agent Authority research from Nationwide believe they are checking in regularly with their clients, only 69% of their customers agree. That statistic shows a clear perception gap between insurance agents and insureds while highlighting the need for more effective communication strategies from insurers.

Now, a new study from LexisNexis Risk Solutions illuminates how auto insurers can improve engagement with policyholders. The 2020 U.S. Auto Insurance Consumer Shopping Study reveals that policyholders want to hear from their auto insurance carrier more often. The caveat: customers want communication on their own terms.

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Heather A. Turner

Heather A. Turner is the managing editor of ALM's NU Property & Casualty Group. She can be reached at [email protected].

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