There are significant gaps between what consumers want from their insurers and what they feel they are receiving, even though overall satisfaction levels are high, according to an Accenture survey of 7,000 people from 13 countries.
The survey found that the great majority (84 percent) of respondents say they are satisfied with their insurance provider but there is an expectation gap across the range of customer service issues. For example, nearly two-thirds (62 percent) said it was very important for their insurer to provide clear and easy-to-understand information on their policies, but only 27 percent of respondents said they were very satisfied with their insurers’ efforts to do so.
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