scott graham
Has getting insurance become too much of a hassle? Many Americans would rather deal with endless traffic than sit down and consider their insurance options.
In a survey of 2,000 U.S. adults, 58% said they would be willing to go through life’s hassles if it meant they would never have to stress about understanding insurance policies and enrollment procedures again.
In addition to enduring endless traffic (13%), people want to live with their parents again (22%), go to concerts by artists they don’t like (22%), and even listen to one song on repeat I answered that I would like to listen. All year round (14%)
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The study, commissioned by UserTesting and conducted by Talker Research, aims to understand the frictions people experience during the digital revolution in insurance coverage.
65% of respondents said they were confident in understanding their insurance coverage, while 36% of consumers found it a useful tool for understanding complex insurance information. We are focusing on artificial intelligence (AI).
Most consumers said they would prefer receiving insurance advice from a human advisor over AI (86% vs. 14%).
However, many still believe that AI can help in some way, such as comparing insurance plans (33%) or simplifying coverage terms that can be overwhelming for the average consumer (25%). I believe it.
As opposed to receiving advice from a human advisor, one in three respondents said they would be more comfortable sharing personal information with an AI rather than a human, and believe that AI provides better privacy. (43%) and non-judgmental (35%)).
Despite the appeal, some skepticism remains. More than a third of respondents (38%) said they would be comfortable sharing personal information with AI, said they did not trust AI in general (56%), and said they would be comfortable sharing their personal information with AI (56%) and said they would be comfortable sharing their personal information with AI (56%). (44%) say they are likely to share it. .
Other concerns include a lack of personal connection (40%) and doubts about the accuracy of AI-generated recommendations (36%).
Despite their concerns, 38% are “open to using AI” for insurance advice in the future.
“Consumers are increasingly embracing AI to help them understand insurance policies,” said Bee Nookala, Principal Marketing Manager, Insurance Solutions at UserTesting. It’s clear that AI is poised to make insurance policies easier to understand.” While it plays a key role in transforming the future of insurance, it is equally important that businesses balance this with the human touch that customers still demand. ”
The survey also revealed varying levels of insurance knowledge among respondents. People feel most knowledgeable about health insurance (78%) and auto insurance (75%), followed by dental insurance (65%), home insurance (61%), and pet insurance (39%). Masu.
When describing which factors are most important when choosing insurance, respondents ranked the cost of coverage (69%) as their top priority, followed by potential coverage (61%), customer service (36%), Easy to understand (34%).
Many people still face significant challenges when dealing with insurance companies. This includes a lack of clarity about coverage (27%), unnoticed premium increases (24%), complex claims processes (20%), and poor or difficult customer service (19%). and so on. Navigating online platforms (14%).
“In today’s economy, the cost of coverage is a top priority for consumers, but it is clear that customer service and clarity are where insurers can have the greatest impact,” Bee continued. This is the key to winning consumer trust. ”
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Research method:
Talker Research surveyed 2,000 ordinary Americans. This survey was commissioned by UserTesting and administered and conducted online by Talker Research from August 29 to September 3, 2024.
We obtain our information sources from non-probabilistic frames, and the two main sources we use are:
Traditional Online Access Panels — where respondents opt-in to participate in online market research in order to receive incentives Programmatic — where respondents are online, participate in a survey, and typically relate to the online activity they are participating in You will be given the option to receive virtual incentives.
Those who did not fit into the designated sample were excluded from the study. Once the survey is conducted, dynamic online sampling is used to adjust targets to meet the quotas specified as part of the sampling plan.
Regardless of which source the respondents came from, respondents were directed to the online survey, and the survey was administered in English. A link to the survey can be shared upon request. Respondents were awarded points for completing the questionnaire. These points have a small monetary value equivalent to cash.
Cells are reported for analysis only if they have at least 80 respondents, and statistical significance is calculated at the 95% level. The data is not weighted, but quotas and other parameters are set to arrive at the desired sample.
If an interview did not pass the quality check criteria, it was excluded from the final analysis. This includes:
Speeder: Respondents who complete the survey in less than one third of the median length of the interview will be disqualified as speeders Open-ended: All verbatim responses (complete open-ended questions and other (Please specify your choice) will be checked for inappropriate or irrelevant text Bots: The survey has captchas enabled, allowing our research team to identify and disqualify bots Duplicate: The survey software has a “de-duplication” feature based on digital fingerprinting, which prevents anyone from completing the survey more than once.
Please note that this study only targeted individuals with internet access, and the results may not be generalizable to those without internet access.
