Research report

The insurance industry's empathy gap

Consumer expectations outpace reality in today’s experience economy

I would like someone to reach out to me

This report found:

70% of consumers expect to receive an insurance quote in one day
25% strongly agree it’s easy to see what the difference in price gets in policy coverage
26% strongly agree it’s easy to check the progress of a claim

A new Genesys report into consumers’ experiences with insurance companies finds a lack of clarity throughout the purchase and claims processes that can lead to dissatisfaction and churn. We surveyed more than 3,500 consumers to understand where customer experiences are succeeding and where they’re stalling.

Download it for insights, opportunities and the path forward for insurance companies wanting to empower customers with seamless experiences.

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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.