Policyholders expect payment experiences that are clear, convenient, and reliable. Yet insurers may be prioritizing operational concerns that do not fully align with what customers value most. Based on Celent's survey of more than 500 personal auto insurance consumers and more than 50 insurers, this report reveals where those expectations diverge and what the findings mean for the digital-first policyholder experience.
Download the report to compare consumer preferences with insurer priorities, identify gaps in the payment experience, and make more informed decisions about how to deliver the experience policyholders expect.
Explore the research to learn:
- Which payment experience factors policyholders value most
- Where insurer priorities and consumer expectations diverge
- How preferences vary across payment methods, processes, and communication channels
- Why clarity, flexibility, and convenience deserve greater attention
- How insurers can prepare for a more digital payment landscape