Insurance

While insurers have rightly embraced eBusiness strategies and are extending their online experience to mobile platforms, consumers have specific concerns and demands within these contexts. Meeting them requires a focus on customer attraction and retention, plus the infrastructure to deliver services efficiently.

Latest Research

  • For eBusiness & Channel Strategy Professionals

    REPORT: Show That Digital Insurance Is Private And Secure

    Digital Feature Fix: Reassure Prospects About How You Protect Them

    March 26, 2019 Benjamin Ensor, August Du Pont

    Consumers have plenty of reasons to worry about the privacy and security of their personal financial information, yet we often find that insurance sites and apps are not transparent and fail to reassure customers about the privacy and security of their personal data. This brief lays out how digital teams should build trust among customers and illustrates good practices from leading firms.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Take The Work Out Of Insurance Quotes

    Digital Feature Fix: Remove Obstacles That Keep Prospects From Seeing The Price Of A Policy

    March 19, 2019 Benjamin Ensor, August Du Pont

    Consumers often look for the lowest price when selecting insurance policies. Yet in our reviews, we often find that insurance sites either don't provide a quoting tool or make the process of getting a quote needlessly difficult. This brief illustrates good practices from leading insurance companies and lays out how digital teams can efficiently quote prices online.

  • For Customer Experience Professionals

    REPORT: The Canada Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    March 4, 2019 Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 184 brands across 17 industries in the Canada Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For eBusiness & Channel Strategy Professionals

    REPORT: How US Customers Research And Buy Life Insurance

    Meet Prospects At The Point Of Need With Easy Ways To Research And Apply

    February 14, 2019 Benjamin Ensor, August Du Pont

    Life insurance isn't consumers' top priority — until life events prompt them to buy it. Digital teams need to have the right resources in place for when that moment hits. This report explains why US consumers buy life insurance as well as how life insurance prospects go through the process to research and buy policies.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Use Customer Journeys To Guide Your Digital Insurance Strategy

    Processes: The Digital Insurance Strategy Playbook

    February 11, 2019 Oliwia Berdak, Joana van den Brink-Quintanilha

    Digital insurance teams are keen to digitize the entire customer life cycle. They want to cut costs and offer convenience by enabling customers to get quotes and buy, manage, and renew policies online. But pushing toward 100% digital sales and service can result in misunderstandings of customers' behaviors and preferences as well as low adoption of newly developed digital tools. This report explores how to use customer journeys to guide the design, development, and delivery of your digital insurance strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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