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Woman shopping online. As consumers expect more personalized and on-demand services, insurers can learn from other online platforms how to tailor their touchpoints for policyholders. (Photo: 13_Phunkod/Shutterstock)

Even before the onset of COVID-19, the price of auto insurance policies is what motivated the majority of consumers in their purchasing decisions. A recent survey conducted by MDgo confirmed this sentiment, with 52% of consumers choosing cost as the major driver when purchasing auto coverage.

With new actors entering the market and shaking up customer engagement models, auto insurers are challenged to focus on their on-going customer experience and the quality of their touchpoints “after the quote” to improve customer retention and their return on policy investment.

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