Almost two-thirds of U.S. and Canadian consumers want to work with an agent when purchasing or renewing insurance products, according to a survey by Accenture. Even among 25-to-34-year-olds, who are more comfortable shopping for insurance products online, six out of ten would still prefer to consult a qualified agent.
The number one thing customers look for when choosing an insurance provider is the ability to have problems resolved quickly. Other top considerations are cost and the availability of products that meet their needs.
Still, technology has emerged as an important tool for consumers. More than a third of those aged 25 to 34 said they would consider using social media to research insurance products. Across all age groups, 21% would use social media for research.
Even with the growth of technology, the Accenture survey shows that the role played by insurance agents remains important to a large majority of consumers. Clients want skilled professionals to help them sort through complicated coverage options and help resolve their questions and problems. These are services online distribution channels simply can’t provide.