Research report

The insurance industry's empathy gap

Consumer expectations outpace reality in today’s experience economy

Work Email*

First Name*

Last Name*

Job Level*

Job Function*

Company Name*

Telephone*

Country*

State/Province*

Your Website*

City*

Job Title*

Industry*

Level of Interest*

Number of Agent Seats*

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.