2022 State of Customer Churn in Insurance: The Impact of the Pandemic on Churn Trends

The pandemic has changed churn trends in the insurance industry in shocking ways. Today, consumer stickiness is impacted far more by the customer experience. Most notably, underwriting and claims processes are influencing churn rates more than ever.  

This report covers the key drivers behind churn post-pandemic and how customer expectations of their insurance providers have changed. Insights include:

  • How have loyalty trends shifted since the pandemic? 
  • The cost of poor experiences on loyalty behavior
  • What makes a customer more likely to churn to your competitors?
  • Which retention strategies are most effective, and which are a drain on resources?  
  • And more…
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