Key insights from the NL results

The research reveals several critical insights into the performance of Dutch insurers in terms of digital maturity:

• Overall functionality: Across the customer journey, functionality often falls short of customer expectations, with noticeable gaps in nearly every interaction step.
• Claims and assistance: This category showed the most significant digital gaps, particularly in functionalities related to booking experts and filing claims. Enhancing these capabilities could involve offering access to knowledgeable experts for cost estimations and developing a fully digital claims journey.
• Customer support preferences: While online channels are preferred for most interactions, support remains a notable exception, with a majority of customers preferring phone-based assistance for clarity and reassurance.
• User Experience (UX) issues: The UX audit indicates critical areas requiring improvement, especially in trust, persuasion, and form functionalities, which significantly impact user satisfaction.
• Digitalisation strategy: Insurers need to digitalise processes without losing sight of the human element, particularly in areas that require empathy and complex problem-solving.

Download the report
 

• Download the NL report
• Download the EMEA report

Questions?

For further inquiries regarding the study and results specific to the Netherlands, please contact Robert Collignon or Joep Dekkers. We welcome discussions on how these insights can contribute to improving digital insurance services and customer experience across the industry.