Trends Report

The France Auto And Home Insurers Customer Experience Index, 2020

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

March 24th, 2021
With contributors:
Martin Gill , Michelle Yaiser , Melissa Chaudet , Shayna Neuburg

Summary

MAIF once more tops Forrester's France auto and home insurance CX Index rankings, edging ahead of seven mediocre, undifferentiated competitors. MAIF rewrote its mail communication and trains its employees on emotion management to create experiences that are effective, easy, and emotional. But MAIF's hold on first is tenuous. MAIF and most French insurers' scores are tightly clustered in the OK category, meaning experiences at one insurer are nearly indistinguishable from the next. French insurance firms can differentiate with even small improvements in CX. To do so, they should focus on two of their most important drivers of CX quality: agents who are both accessible and informative.

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