YOUBIQUITY FINANCE 2016 - GENERAL INSURANCE SUMMARY. Consumers want insurance providers to make digital self-service easier, using support technologies that build customer confidence and better relationships. 2016 Avaya Inc. All rights reserved
INSURANCE PROVIDERS CAN CHALLENGE AGGREGATORS THROUGH BETTER PROCESS AND SERVICE consumers much more likely to switch general insurance provider than the German and Spanish Aggregators such as Money Supermarket, Check24.de & Acierto.com are the first place I go for insurance The quality of claims handling & service offered by an insurance provider influences my choice of supplier Process of opening accounts in banking and insurance takes too long 44% 53% 40% 41% 33% 58% 76% 79% 61% It s difficult to get independent advice you can trust about financial services I rarely switch my (general) insurance provider from year to year I like to use an independent insurance broker 41% 61% 47% 63% 60% 34% 37% 30% 16% When I last applied for a new banking or insurance product, the provider made a mistake which made the process slower 51% definitely want more staff who can provide advice on insurance products 16% 23% 13% 2016 Avaya Inc. All rights reserved 2
29% 30% 28% 28% 30% 36% 39% 40% 35% 34% 34% 45% 40% 41% 39% 42% 48% 46% 51% 51% 53% THE PHONE PLAYS A CRITICAL ROLE IN GENERAL INSURANCE PREMIUM NEGOTIATION AND REMOTE RELATIONSHIP BUILDING Improved call centres, a named friendly individual and fast e-mail response times valued by consumers, particularly in Insurance companies don't give the best price first time, it s worth phoning them and negotiating a discount 46% 57% 62% Which, if any, of these would make you more likely to interact with your insurance company and ask for their help? Would like voice biometrics which identifies you when you call an insurance company 2016 2012 71% 63% Would rather phone than use web-site FAQs 2016 2012 77% 73% 2016 64% 100% 100% 90% 80% 90% 80% When you are on an insurance provider s web-site, how would you like help? 70% 70% 60% 50% 2014 2016 60% 50% 2014 2016 85 % Phone 85 % E-mail 62 % 47 % Web-chat Video-chat 2016 Avaya Inc. All rights reserved 3
SOCIAL MEDIA, WEB-CHAT AND VIDEO-CHAT ALL VALUED BY CONSUMERS Overcoming the self-service help gap in insurance equally important across, and the Consumers frustrated by digital processes 1 in 3 first try to complete complicated transactions online* Web-chat I would be more confident buying a new product via web-chat than with no human interaction 23% 40% 23% 2014 42% 2016 Video-chat Advantages of video conferencing with financial service providers (Definitely or possibly) Agents could explain complex issues easily 77% Could be served straight away 75% Have you ever used social media to contact your bank or insurance co.? Social media 9% I was satisfied with the outcome of my social media contact with my bank 24% But many of these interactions: - fail outright - need support - take too many attempts On your last webchat with an insurance provider? They cut me off too quickly Easier than speaking on the phone I was satisfied with the outcome Insurance 20% 59% 66% 72% 62% 70% 60% 15% 6% 23% 25% 2016 Avaya Inc. All rights reserved 4
BUILDING REMOTE RELATIONSHIPS IS A NEW CHALLENGE FOR INSURANCE PROVIDERS Some consumers are looking for service improvement through Internet of Things technologies, particularly the Spanish % expecting the following to be completed within 3 days Pay out income protection policy Pay out on an insurance claim 48% 74% 35% 54% 74% 32% Would like message by text, e-mail or smartphone To update me when I'm making an insurance claim To remind me to renew my insurance To update me when I'm applying for a product They have a better deal available 71% 74% 76% 75% 77% 76% 85% 85% 85% 79% 84% 82% Would upload photos, testimony, claim forms or NCD to website of provider to make process faster 71% 49% 85% 82% If you could use your social media ID to log into your banking or insurance account online 2014 2016 I expect my insurance company to use my personal data to make marketing offers to me Receiving advice about your finances in a personalised video message from your provider - 54% 70% 60% 31% 50% How willing would you be to allow your insurance company or bank to have access to data from the following if it meant you received a better product, service or price 25% 34% Very willing Total 48% Possibly willing An item of wearable technology which shows how active you are eg steps taken 15% 35% A black box which revealed how you drive your car 17% 39% Your social media profile 9% 24% Your GPS location from your smartphone 11% 28% 2016 Avaya Inc. All rights reserved 5
Digitally advanced THE YOUBIQUITY FINANCE SEGMENTATION - CONSUMERS WANT DIFFERENT CHANNEL STRATEGIES Using statistical analysis to understand the needs of 4 different types of consumers Digital-led Remotes 30% 31% 34% Digital-ready Actives 12% 32% 21% Age - Youngest age group. Under 35s - 45% (30% average) Gender - Men 47%, Women 53% Income - Slightly higher. 19% earn over 50k Use a new channel strategy - Need to create customer engagement - Biggest users of web-chat and social media to contact banks and insurance providers - Less use of voice and face to face - Offer advice and information as least confident in making financial decisions - Very confident with digital technologies Age Average age group. Under 35s - 32% (30% average) Gender Men 47%, Women 53% Income Slightly lower. 16% earn over 50K Build on existing relationship strengths Beta test innovations - Best relationship with their banks and insurance providers, willing to adopt innovations - Change channels most often, want free Wi-Fi in branch, use digital options and want video-chat - More loyal, engaged and active but will negotiate on price - Very confident with digital technologies Digital-adapting Independents 13% 27% 28% Digital-indifferent Traditionalists 57% 23% 40% Age Most middle-aged group. Aged 35 to 54 45% (37% average) Gender Men 49%, Women 51% Income - Slightly higher. 21% earn over 50K Develop win-back channel strategies - re-build loyalty - Generally less happy with providers than the other segments - Willing to use new technology if it gives access to better products and services - Think providers should improve service levels 24 hour call centres - Will switch providers if dissatisfied Age Oldest age group. Over 55s - 46% (33% average) Gender Men 54%, Women 46% Income Slightly lower. 13% earn over 13K Maintain traditional channels be consistent - Have good relationship with banks, expect providers to market products to them - Rely on face to face and the phone - Need support from providers to use newer channels - Less likely to want guidance but more loyal to providers Loyal to providers 2016 Avaya Inc. All rights reserved 6
YOUBIQUITY FINANCE 2016 - METHODOLOGY AND ENGAGEMENT OPTIONS Survey of 3,015 consumers Objectives Identify needs for BT and Avaya s services by understanding changes in consumer contact behaviour between 2012 to 2016 Compare and contrast behaviours across the, and Methodology The research was completed independently by Davies Hickman Partners a. In 2012 a survey of 2,500 consumers was completed in the, US, and b. In 2014 a survey of 2,000 consumers was completed in the, France and Next steps - Engagement options Full report, Infographic and Videos available at www.bt.com/youbiquity-finance Customer workshops available from Ian Carter, Head of Marketing, Global Banking and Financial Markets, BT - ian.p.carter@bt.com and Ross White, Head of Channel Marketing, Avaya - rosswhite@avaya.com Respondent gender Female 50% Respondent age 55+ 33% 45-54 18% 16-24 12% 35-44 19% Male 50% 25-34 18% 1,000 consumers in each of, and the 2016 Avaya Inc. All rights reserved 7