Rebuilding Trust in Insurance: Becoming Trusted Advisors in the Digital-first World

About the Infographic

Long call center wait times, frustrating digital and chatbot experiences and adverse publicity about disappointed claimants have all undermined customer confidence. Indeed, the insurance industry has suffered a greater erosion in trust during the pandemic than any other sector.

Now, with the market hardening and premiums set to rise, 91% of more than 200 executives surveyed from across the insurance industry expect trust to tumble further still. This is the challenge unearthed in Insurance Innovators’ 2021 survey undertaken in partnership with Smart Communications and Salesforce Industries.

More encouragingly however, our respondents also believe new technology can provide both short-term and long-term solutions, and that ultimately, it is set to transform trust in the insurer-customer relationship forever.

The infographic visually highlights the following findings and insights gained from the survey:
• Factors influencing mistrust
• New technology to provide short and long-term solutions
• 3 types of safeguarding measures to protect trust during digital experiences

About the Article

This article is a recap of the survey findings with an expanded viewpoint on the insights presented in the infographic.

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