Trends Report

The Spain Auto And Home Insurers Customer Experience Index, 2020

How Spanish Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience

April 5th, 2021
Oliwia Berdak, VP, Research Director
Oliwia Berdak VP, Research Director
Clarissa Skinner, null
Clarissa Skinner
Luis Deya, null
Luis Deya
With contributors:
Martin Gill , Michelle Yaiser , Melissa Chaudet , Shayna Neuburg

Summary

Seguros Catalana Occidente tops Forrester's Spain auto and home insurance CX Index rankings, edging ahead of seven mediocre, undifferentiated competitors. But with a CX Index score that is just OK, Seguros Catalana Occidente's hold on first place is tenuous. Most Spanish insurers' scores are tightly clustered in the OK category, meaning the quality of a customer's experience at one insurer is nearly indistinguishable from the next. Spanish insurance firms can differentiate with even small improvements in CX quality. To do so, they should focus on the most important category of drivers of CX quality at Spanish insurers: customer service.

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