1 in 6 Insurance Policy Holders Base Buying Decisions on Claims Experiences Found on Social Media

November 7, 2014

Accenture-Insurance-Claims-and-Social-Media-Nov2014Source: Accenture [download page]

    Notes: Some 21% of property and casualty insurance policy holders surveyed across 14 countries say they have read reviews posted by other people on social media regarding their insurance claims experiences, and another 22% plan to do so in the next 2 years, per Accenture’s report. Furthermore, 17% say they’ve based their buying decisions on a comparison of others’ claims experiences, and an additional 24% will do so in the next 2 years. Separately, the report finds that 30% of respondents are very (5%) or quite (25%) likely to switch providers in the next 12 months, with this figure far higher (65%) among those who have been dissatisfied with a claim they’ve filed.

      Related: How Consumers Form Their Impressions of Companies

        About the Data: Accenture surveyed nearly 8,000 property & casualty insurance customers in 14 countries: USA; Canada; UK; Finland; Norway; Sweden; Netherlands; France; Italy; Denmark; Turkey; Germany; Spain; and Brazil. 4,015 answered the survey with regard to their auto insurance; 3,860 with regards to their home insurance. 40% had submitted an auto or household insurance claim in the past 2 years.

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