Data from CEB TowerGroup Insurance provides a comprehensive overview of insurance customers’ channel preferences while conducting a variety of activities. In 2013, the research and consulting firm found that when it came to using insurance products or researching new ones, the highest number of customers preferred to do so online. However, for purchasing new insurance products and receiving customer support, respondents preferred more traditional channels such as phone calls or a face-to-face meeting with an agent. And although many insurers have released mobile apps to support these activities, mobile so far was only the preferred channel for a small percentage of customers. Read the rest at eMarketer.
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