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Motor Claims Festival Consumer session Q&A with Ian Hughes


  • Have you changed how data has been captured differently over the last 10 years? Any learnings in that?

No, we have kept it the same.  Initially we were criticised because the survey was all “on-line”, but over the decade people have got used to this.

  • I’d love to see the service by brand tracking against COR- does customer service come at a price do you think?

We don’t have this kind of data, but it might be possible to layer this against ABI data to see what results can be obtained from that, we don’t have the ABI data so it is difficult for us to do.

  • What is the definition of a vulnerable customer?

We asked consumers whether they agreed with the FCA’s definition “Someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”  So, these results are likely to be low, because it is an odd definition.  We have another definition based on consumer research, but that is not what we used for this analysis.

  • We see customers wanting a more personal service with longer call times whilst many want more digital – have to deliver both

Agreed, and it is how you blend this, it is not a one size fits all.  What we saw during covid is that people wanted simple.  They found not being able to connect with companies and not getting any information frustrating and irritating at a time when they were already stressed and vulnerable.

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