The crucial role of customer service in insurance

Customer service was the most commented-on aspect of insurance products in 2023, according to reviews left on Smart Money People.

It ranked higher than other factors including price and processes.

The data also revealed that Tuesdays were the day customers were most likely to leave a 1 or 2 star review. Thursdays, however, see the highest average star rating, as well as the most reviews.

There was a North / South divide when it comes to customer satisfaction. The unhappiest region was the East of England, followed by the South East and Greater London. The happiest region was Northern Ireland, followed by Scotland and the North East.

When it comes to insurance products specifically, public liability insurance had the highest average rating at 4.98 stars out of 5. Health insurance had the lowest average rating, at 1.70 stars out of 5.

Jacqueline Dewey, CEO at Smart Money People said:

“As our data from consumer reviews proves, you can have the best product in the world, but it’s invalidated if your customer service lets you down.

“When faced with inflationary pressures and the impact of the cost of living on consumers, strong customer service is a way insurers can set themselves apart from competitors and critical to business success.

“It’s well known that being able to read unbiased reviews about how insurers treat their customers can give people real reassurance and confidence, helping them make more informed decisions. It’s also just as important to ensure your customers are able to leave feedback easily, to deter them from more public channels such as social media, as well as making it easier for you to monitor and respond.”

Image: © sturti via Canva

Emma Cockings Emma is a content editor for Claims Media. Emma is a experienced writer with a background in client-centric personal injury for a major firm. She has attended and reported on multiple brokerage events throughout her career.