Renters Insurance Trends and Customer Report
The renters insurance trends and customer report
Digital transformation is reshaping the insuranceindustry at a time when consumers are expectingmore from products and services.
Qualtrics surveyed 800 US auto and rentersinsurance customers to understand what theyexpect and identify the emerging trends thatwill shape the insurance industry experience.
Study Released Summer 2018
Question
Which of the following did you use to evaluate which renters insurance providers to consider?
50%
0%
Friends / Family
I ALREADY USE THIS PROVIDER FOR OTHER INSURANCE
REVIEW SITES
An Agent
Search engine search
online ads
tv or radio ads
other
Blogs
TV or radio programs
New Articles
Podcasts
Question
While shopping for a renters insurance plan, which factored into your decision the most? Please select up to three.
Question
How many renters insurance providers made your “short list” being considered?
Question
Did you consult with an agent while shopping for a renters insurance provider?
The next time you shop for renters insurance, do you plan to use an agent?
Question
Which part of shopping for a renters insurance plan was the most confusing?
Question
What type of claim have you filed?
Question
What would have made your renters insurance shopping easier?
40%
0%
More Detailed Information
Clearer comparisions between plans
more concise information
clearer pricing information
24/7 PHONE SUPPORT WITH A SALES PERSON
ONLINE VIDEOS EXPLAINING PLANS
ONLINE CHAT WITH A SALES PERSON
MOBILE CHAT WITH A SALES PERSON
Question
Which steps of setting up your new renters policy were the hardest?
Question
How do you prefer to set up your new renters insurance policies?
Question
Have you considered switching your renters insurance provider in the past year?
Question
Why have you considered switching?
40%
0%
PREMIUM TOO HIGH
POOR VALUE FOR THE MONEY
I HAD A BAD EXPERIENCE
DEDUCTIBLE TOO HIGH
A LIFE CHANGE UNRELATED TO MY PROVIDER
POOR CUSTOMER SERVICE
I DECIDED I DON’T NEED INSURANCE
Question
Which best describes you?
Question
How would you describe your loyalty towards your renters insurance provider?
Question
Which do you think is more important to your renters insurance provider?
Question
What could your renters insurance provider do to provide a better experience?
40%
0%