US Insurance Customers Love Their Agents

August 16th, 2019

Jeffery Williams

Summary

Even after nearly 20 years of online — and now mobile — insurance experiences, US online adults trust and turn to agents more than any other channel to handle their insurance needs. Across renters, auto, home, and life insurance products, 77% of US insurance owners use insurance agents to buy their policies. Agents often come recommended by friends and family, and customers are loyal to them for many years. Prospects use agents as their main research source for auto, home, and life insurance, ahead of comparison sites, insurance websites, and family and friends. US online adults choose to buy from agents because they are easy to work with, helpful with product selection, and able to get them better deals.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.