The fragmented auto insurance customer experience is set for disruption, according to a new report by Deloitte.
The report, “Reinventing the insurance customer experience for loyalty,” highlights how collaboration among original equipment manufacturers (OEMs), insurers and captives can drive the future of auto insurance while attracting and retaining customers.
OEMs and auto insurers share a similar woe. Customer loyalty for OEMs reached an eight-year low in 2023, while insurers face churn in the wake of rising auto premiums and changing needs.
Citing a 2024 J.D. Power Shopping Study, Deloitte reported that 49 percent of auto insurance consumers active