Has the Quest for Efficiency by Large Insurers Been Counterproductive?

Only around 30 percent of insurance customers are satisfied with their current providers. This has created a huge “switching economy” in which, Accenture calculated, $470 billion in annual personal-lines, life and P&C premiums were at play in 2014. But while insurers that have focussed only on internal efficiency may have reduced operating costs, by failing to understand the value of great customer service, they have missed out on winning an increased share of that $470 billion.