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Chapter Three Changing Consumer

This chapter covers the five over-arching trends which broadly summarise how the consumer-insurer relationship is changing:

  • Greater demands of customer service and complaint resolution
  • Expectation that regulators will provide greater protection
  • More engagement in data use and risk pricing
  • More segmented targeting by insurers
  • Multi-channel relationship, driven by the digital revolution

View chapter three (pdf 359kB).