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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