2024 Global Insurance Benchmark Report:

Customer Experience in Insurance

Unlock 200+ Fresh CX Stats in Our Latest Insurance Report

What's Waiting For You

Where insurers should prioritize tech investments to remain strategic and retain policyholders.

How communications quality and data collection practices are impacting customer loyalty.

Customer opinions on the use of GenAI in insurance communications.

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"The Benchmark Report is our most popular every year, driving thousands of downloads and providing invaluable insights for insurers worldwide."

– Leigh Segall, CEO at Smart Communications

66% of insurance customers will switch providers if communications don't meet their expectations.
94% of customers say security is the most important factor when completing a form.
77% of customers are likely to recommend a company to a friend if their communications exceed expectations.
41% of insurance customers rate the communications they receive as very good or excellent.