Canadian Home Insurance Study

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The Challenge

In the wake of numerous natural disasters, home insurers are under enormous pressure to remain profitable, while maintaining high levels of customer satisfaction. To find the balance, insurers must understand customer needs and expectations and the impact both have on shopping, loyalty rates, and their own financial performance. To remain competitive, insurers need to understand and apply key best practices that have the greatest potential to drive high levels of customer satisfaction.

The Solution

The J.D. Power 2014 Canadian Home Insurance StudySM not only analyzes customers’ perceptions of their home insurance coverage and their insurer’s ability to meet their expectations, but also identifies critical metrics for each customer touch point and the service levels for each measure that represent best practice performance targets for satisfying customers. The study also examines the impact of home insurance on the sale of auto policies and customer loyalty.

A study subscription provides access to the tools needed to gain a comprehensive, in-depth understanding of how your company is performing, and to identify the areas needing improvement.

Study deliverables include:

  • Analyst briefings that provide insights into key industry trends and study findings, allowing you to maximize performance
  • Access to a personalized competitive data set, allowing you to see how your company stacks up against your competitors, the industry, and the highest performers both at a regional and national level
  • A detailed performance analysis that displays key performance metrics and frequencies
  • An executive presentation that provides a summary of your company’s results, compared with those of key competitors, and identifies industry best practices

The Benefits

Insurance companies that subscribe to the study will be better able to understand their competitive position at a detailed level, allowing them to pinpoint critical areas for improvement and make prudent investments in the service attributes that matter most to customers.