Insurance Industry

Customer Experience in the Insurance Industry

Why WUA?

Achieve higher customer satisfaction ánd increase UX and conversion rates by focusing on the consumer perspective.

Why WUA?

Research Calendar

Every year we study more than 50 customer journeys. See all planned studies in the automotive industry.

Research Calendar

Your Expert for this Industry

Boris Kugel

Boris Kugel
Head of Industry Insurance
+31 (0)20 531 97 10

Schedule a call

Your Expert for this Industry

Boris Kugel

Boris Kugel
Head of Industry Insurance
+31 (0)20 531 97 10

Schedule a call

Digital customer experience in the insurance industry

Competition in the insurance industry is ever-increasing and with that, customer expectations of online experiences change fast. WUA gives you the actionable insights to you need to adapt your digital experiences for your clients to be. Stay ahead in the race against the competition by implementing best practices across the global insurance industry.

customers

How WUA can help you lead the insurance digital experience

  • Learn why customers choose to take out health insurance, car insurance or home insurance from you. And why they don’t. Better yet, we make sure you’ll get them as a customer next time.

  • Align your teams around the customer. We make sure your internal teams are aligned and focused to provide world class digital experiences.

  • Turn your new clients into loyal customers for life. Through benchmarking self-service web and app portals, we ensure customers can find the answers they’re looking for.

Benchmarked Journeys in the Insurance Industry

For each study between 200 and 1200 respondents are asked to either look for health insurance, car insurance, home insurance or choose where they take out travel insurance. In these online orientation studies, consumers are free to choose through which company they would take out the insurance they need.

Research Calendar

Our unique Digital Experience Benchmark includes over 27,000+ websites & apps and offers a global perspective on digital sales and service customer journeys. Every year we study more than 50 customer journeys. Below is an overview of all planned studies in the insurance industry. Is your journey not on the list? Get in touch and let’s make it happen!

Results & Insights

View the latest results and insights from our most recent studies in the insurance industry.

Digital service in Health Insurance: Who performs best according ...

BudgetDirect takes crown in Australian Home Insurance study as we...

FBTO in the lead in service study thanks to clear, intuitive webs...

Allstate: quickly accessible information and emphasizing the ‘w...

In the United States, Allstate wins the Home Insurance study this year. Website visitors are happy with the amount of information and have faith in this brand. This is how Allstate.com does it:...

Allstate and Independer take lead in Home Insurance studies

In recent Home Insurance studies (US & NL) Allstate and Independer top the rankings. For Independer this is the fifth time they take the crown, Allstate takes over from Statefarm who was in the lead last year....

Independer.nl in the lead for the fifth time in a row in Home Ins...

In April 2019, 400 consumers oriented themselves online on a home insurance policy, on both desktop and smartphone. In this study, comparison site Independer.nl wins ...

Allstate.com overtakes StateFarm.com in Home Insurance study USA

In the recent Home Insurance study (April 2019) in the US, Allstate.com has overtaken StateFarm.com. The Digital Sales Scan shows the insurer in the lead with a point total of 25. ...

First Legal Insurance for Businesses Study won by CentraalBeheer....

In April 2019, WUA let 100 customers (B2B) orient themselves online on taking out a legal expenses insurance policy. In this first WUA study on legal expenses insurance for businesses, CentraalBeheer.nl comes out on top...

CentraalBeheer.nl leads in Digital Sales Scan Life Insurance for ...

In March 2019, 400 consumers oriented themselves on desktop and smartphone on life insurance policies. In this study, CentraalBeheer.nl takes the lead for the third time in a row. On desktop especially, they perform very well...

CZ has customers’ trust in large-scale November study on health...

One of the parts of the Digital Sales Scan is the theme of Brand – as is the case in the health insurance study conducted in November 2018. The study looks at brand experience, and some of the questions in this theme concern...

Independer takes its visitors by the hand, but lets them make the...

In the past few years, Independer.nl has grown from small player in the health insurance market to one that’s impossible to ignore, doubling their score in Preference. In the Car insurance market and Energy industry...

Monuta.nl favorite for funeral insurance, also gets highest score...

Monuta.nl is consumers’ preferred website for taking out funeral insurance, according to our December 2018 study. In the study, conducted among 400 consumers on smartphone and desktop, Monuta.nl wins first place for the third time...

Rabobank wins first place in Digital Sales and Customer Experienc...

Rabobank.nl wins first place in the study on liability insurance for businesses. In this study, conducted among 100 customers with their own companies, on desktop, the bank gets a Digital Sales Score of 33 points....

Comparison website Independer.nl favorite regarding online orient...

In November, 400 consumers oriented themselves through both desktop and smartphone on taking out a home insurance. For the third time in a row, Independer.nl comes out a winner. This is partly due to the fact that Independer.nl’s website appears ...

Customer experience in health care: 5 lessons for online marketer...

In WUA’s most recent study on health insurers’ websites, Independer.nl, Consumentenbond.nl, and FBTO.nl receive the highest scores. 1,200 consumers participated in the study. Which five lessons can you, as an online marketer, learn from these results?...

Results & Insights

View the latest results and insights from our most recent studies in the insurance industry.

Digital service in Health Insurance: Who performs best according to 6,...

BudgetDirect takes crown in Australian Home Insurance study as well

FBTO in the lead in service study thanks to clear, intuitive website

Allstate: quickly accessible information and emphasizing the ‘why’...

In the United States, Allstate wins the Home Insurance study this year. Website visitors are happy with the amount of information and have faith in this brand. This is how Allstate.com does it:...

Allstate and Independer take lead in Home Insurance studies

In recent Home Insurance studies (US & NL) Allstate and Independer top the rankings. For Independer this is the fifth time they take the crown, Allstate takes over from Statefarm who was in the lead last year....

Independer.nl in the lead for the fifth time in a row in Home Insuranc...

In April 2019, 400 consumers oriented themselves online on a home insurance policy, on both desktop and smartphone. In this study, comparison site Independer.nl wins ...

Allstate.com overtakes StateFarm.com in Home Insurance study USA

In the recent Home Insurance study (April 2019) in the US, Allstate.com has overtaken StateFarm.com. The Digital Sales Scan shows the insurer in the lead with a point total of 25. ...

First Legal Insurance for Businesses Study won by CentraalBeheer.nl, D...

In April 2019, WUA let 100 customers (B2B) orient themselves online on taking out a legal expenses insurance policy. In this first WUA study on legal expenses insurance for businesses, CentraalBeheer.nl comes out on top...

CentraalBeheer.nl leads in Digital Sales Scan Life Insurance for third...

In March 2019, 400 consumers oriented themselves on desktop and smartphone on life insurance policies. In this study, CentraalBeheer.nl takes the lead for the third time in a row. On desktop especially, they perform very well...

CZ has customers’ trust in large-scale November study on health insu...

One of the parts of the Digital Sales Scan is the theme of Brand – as is the case in the health insurance study conducted in November 2018. The study looks at brand experience, and some of the questions in this theme concern...

Independer takes its visitors by the hand, but lets them make their ow...

In the past few years, Independer.nl has grown from small player in the health insurance market to one that’s impossible to ignore, doubling their score in Preference. In the Car insurance market and Energy industry...

Monuta.nl favorite for funeral insurance, also gets highest scores on ...

Monuta.nl is consumers’ preferred website for taking out funeral insurance, according to our December 2018 study. In the study, conducted among 400 consumers on smartphone and desktop, Monuta.nl wins first place for the third time...

Rabobank wins first place in Digital Sales and Customer Experience in ...

Rabobank.nl wins first place in the study on liability insurance for businesses. In this study, conducted among 100 customers with their own companies, on desktop, the bank gets a Digital Sales Score of 33 points....

Comparison website Independer.nl favorite regarding online orientation...

In November, 400 consumers oriented themselves through both desktop and smartphone on taking out a home insurance. For the third time in a row, Independer.nl comes out a winner. This is partly due to the fact that Independer.nl’s website appears ...

Customer experience in health care: 5 lessons for online marketers in ...

In WUA’s most recent study on health insurers’ websites, Independer.nl, Consumentenbond.nl, and FBTO.nl receive the highest scores. 1,200 consumers participated in the study. Which five lessons can you, as an online marketer, learn from these results?...

Energize all teams

What could a Digital CX study mean for you?

Are you wondering how you can improve the conversion of your website compared to your competitors? So more customers will choose you? Then take a look at the WUA Digital Sales Scan.

WUA doesn’t just study your website, we also look at the websites of your competitors and the best websites in the sector. This way, you will get a direct and honest idea of where you stand in your market, and which improvements will give the best return.

In our studies we utilize the renewed Digital Sales Scan. This scan is characterized by:

  • A minimum of 200 – 400 respondents selected by renowned panel providers.
  • In-depth funnel analysis: what do customers say about your website, the websites of your competitors, and the best websites in other industries?
  • A high predictive value where to increase conversion, thanks to the validated research design.
  • Detailed, clear, and practical research report, for better internal understanding and support.
  • Practical, concrete actions to increase the conversion of your website based on your customers’ perspective. This approach is the only way to know with certainty what you need to do to increase your conversions.

A selection of our clients in the insurance industry

Let’s Talk!

We are ready to help you become and stay the best in the digital arena.