"While high premiums were the top complaint across all age groups, Gen Z respondents were more likely to point to poor customer service (15%) and claims handling (28%) as reasons for dissatisfaction. Some insurance companies outsource all of their customer service, which can lead to really poor alignment on communication between the insurance company, the customer service reps and the policyholders, said Sean Harper, CEO of Kin."
"Among those who filed a roof claim in the past decade, only 44% were very satisfied with the outcome, compared with 59% of millennials and 77% of Gen X homeowners. Confidence during the purchasing process also lagged among younger homeowners. Just 34% of Gen Z respondents said they felt very confident when buying home insurance compared with 45% of millennials and 42% of Gen X."
Only 32% of Gen Z homeowners were very satisfied with their insurance companies, compared with 45% of Gen X and 47% of millennials. High premiums were the top complaint across age groups, while Gen Z was more likely to cite poor customer service (15%) and claims handling (28%). Outsourcing customer service can create misaligned communication among insurers, representatives and policyholders, whereas owning the customer journey allows prioritization of clear, compassionate communication. Among those who filed roof claims in the past decade, only 44% of Gen Z were very satisfied with outcomes. Confusing policy language and lack of educational resources reduce purchasing confidence.
Read at www.housingwire.com
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