Trends Report

The Italy Auto And Home Insurers Customer Experience Index, 2020

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

March 22nd, 2021
With contributors:
Martin Gill , Michelle Yaiser , Melissa Chaudet , Corrado Loreto , Shayna Neuburg

Summary

Allianz tops Forrester's Italy auto and home insurance Customer Experience Index (CX Index™) rankings, edging ahead of six mediocre, undifferentiated competitors. Allianz provides 19 positive experiences for every negative experience, the highest of any European auto and home insurer we measured in the CX Index in 2020. But Allianz's hold on first is tenuous. Allianz and most Italian insurers' scores are tightly clustered in the OK category, meaning experiences at one insurer are nearly indistinguishable from the next. Italian 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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