Distribution strategies in insurance : understanding the customer view

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      <subfield code="a">The target commissioned this research in order to understand consumers¿ expectations better and gauge how well insurers currently measure up. Taking in the views of more than 3,000 working age adults in the UK and Australia and New Zealand (ANZ), we found that consumers are quite savvy when interacting with this market. UK consumers, for instance, are almost as likely to prioritise the ease of obtaining a quote (36%) as the brand of the insurer (42%), and, while uptake is still modest, are as likely to use instant messaging or web chats as face-to-face meetings (5%) when communicating with their insurer. However, the survey results also caution against simplistic assumptions. In the UK, for instance, the most comfortable with technology were not the youngest group, but those aged 35-44. In both regions, the youngest respondents were also more likely to prefer dealing face-toface than any other age group</subfield>
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