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In the large-scale Digital Service Scan on car and travel insurance, FBTO takes the lead taking over from OHRA. Its average Digital Service Score of 76 is due to the highest assessment in the tasks ‘changing coverage of car insurance’, ‘adjusting travel insurance’, and ‘cancelling policy’. The study involved 3,000 customers of five large insurers.

Customers happy about FBTO’s simple, intuitive website

With only two clicks, a website visitor can change the coverage of their car insurance policy – which is highly appreciated by FBTO’s own customers, as they state they “quickly find what they need”, and it’s “very easy” to adjust their policy on the FBTO website. The same applies to making adjustments to one’s travel insurance policy. The website provides clear pointers on where customers should go, and customers are “almost automatically” guided to the right place. The website is “self explanatory”. Customers also appreciate FBTO’s “clear and understandable language”. If customers wish to cancel their insurance policy, they can easily find information on how to do so, and the process of terminating one’s policy is explained clearly.

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What FBTO does to better service the customer

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Below the scores per task per participant:

OHRA scores high on individual tasks

In the task ‘changing your address’, OHRA receives the highest average score, inching out above the task average (78) with its average score of 81. The search bar helps customers quickly locate the page where they can change their address. Customers say about this: “just do what it says”.

Travel and Car Insurance Digital Service Scan: 3,000 real customers of 5 non-life insurers

WUA asked 3,000 real customers of 5 travel and car insurers to complete a service task on a desktop. The customers had to complete 6 tasks in total. There were 100 unique assessments per task. These tasks were divided into 2 types of insurance: car insurance and travel insurance. Both insurances have 2 insurance-specific tasks of their own, and two tasks that apply to both insurances.

Car Insurance (n=1,500)

  • Change coverage to different car

  • Change coverage

  • Change address

  • Cancel insurance

Travel Insurance (n=1,500)

  • Change coverage

  • Report damage

  • Change address

  • Cancel insurance

This is how the Digital Service Scan works

The Digital Service Scan gives you a quantitative grip on your service quality on specific tasks and services journeys, and also delivers the qualitative perspective on the “why” of the good and bad of your digital service levels. The Digital Service Scan is a one-stop shop for digital service: it delivers all you need to know to increase your digital service quality: we utilize the Customer Effort Score (CES) and Net Promoter Score (NPS), give you channel preference insights, deliver rankings on customer loyalty and pointers for call reduction. We analyze your online service’s functionality and also look at the following 3 themes:

  • Functional: can your customers solve the problem by themselves?
  • Rational: can your customers find the right answer in a quick and logical way?
  • Emotional: do your customers feel genuinely understood by your organization? And do they feel that your organization genuinely wants to help them?
Web Service Scan Model

Digital excellence in the non-life insurance market now more important than ever

These days, consumers online are waited on hand and foot: products, information, and service are all available in a few clicks. They expect excellent online service, and the non-life insurance market is no exception to this. The study WUA conducted shows the quality of customer experience of the most important service tasks of the major market players in the Dutch non-life insurance market at service journey level.

Read about it the importance of Digital Service in our download “Why Digital Customer Service Should be High on your Priority List”. Or schedule an appointment with Boris Kugel.