November 16, 2007 (updated November 20, 2007)

Consumers Don't Enjoy Their Insurers

Consumers Provide Feedback On Auto and Health Insurers

This is the fifth document in the "The Enjoyability Factor" series

by Bruce D. Temkin

with Olga Melnikova, Steven Geller

Executive Summary (This is a document excerpt)

Forrester asked consumers how much they enjoy doing business with their auto and health insurers. Health insurers have more customers who don't enjoy their interactions than auto insurers, but both types of institutions are plagued by customer experience problems. The data highlight that these insurers need less complicated offerings. When looking across generations of consumers, Gen Y reports the most problems with each type of firm. How can insurers increase satisfaction among younger consumers? By designing products that appeal to the unique characteristics of Gen Y users.

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