Trends Report

Consumers Don't Enjoy Their Insurers

Consumers Provide Feedback On Auto and Health Insurers

November 16th, 2007
Bruce D. Temkin
With contributors:
Olga Melnikova , Steven Geller


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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