The Changing Client Journey
Our industry is experiencing a fundamental shift that requires us to think differently about how we operate. Successful families and individuals are engaged with insurance online more than ever before, researching and shopping, which means their purchasing journey has changed.
That's why Chubb has invested in research to better understand these trends and help you take full advantage of new opportunities.
By asking a series of pointed questions through out research, we learned:
- How likely they are to shop online and why they do so
- What value they feel their independent insurance agent brings to the relationship
- Their expectations, interactions, and preferences when working with an insurance agent
The findings of our study were both eye-opening and encouraging. In short, there are things you can do, as an independent insurance agent or broker, to enhance and protect your business, even as our mutual clients and prospects shop online at a growing rate.
The client journey has changed
Successful families and individuals are twice as likely to shop online for their home insurance than are other segments of the population.
Price is not a main reason clients work with agent
When clients who work with an independent agent or broker were asked about the advantages of that relationship, getting a lower price didn’t even make the top three reasons. Instead, clients cited these benefits:
- Advice - Getting valuable guidance on how to protect their home
- Access - Ability to call a person vs. a company in case something happens
- Time - Saving time by letting the agent or broker research carriers
Most think agents should focus on what’s right for them, not price
Understanding how your clients and prospective clients are thinking about, researching, and purchasing insurance is an important first step. With powerful strategies and resources you’ll find from Chubb, you can take advantage of the opportunities presented by your clients’ new journeys and set yourself apart in today’s competitive environment.
Find resources to help grow and retain your business by winning the new purchasing journey of successful families and individuals.
