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.
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.