2015 Reinventing Insurance Survey General Opinion We'd like to get your general, honest thoughts on your current relationship with insurance. Question Title * 1. How satisfied are you with your various insurance needs? Very satisfied Satisfied Neutral/not sure Unsatisfied Very Unsatisfied Comments: Question Title * 2. Please rank your current level of satisfaction with various insurance needs: Very satisfied Somewhat satisfied Neutral/don't know Somewhat unsatisfied Very unsatisfied Not applicable Life Insurance Life Insurance Very satisfied Life Insurance Somewhat satisfied Life Insurance Neutral/don't know Life Insurance Somewhat unsatisfied Life Insurance Very unsatisfied Life Insurance Not applicable Home/Property Insurance Home/Property Insurance Very satisfied Home/Property Insurance Somewhat satisfied Home/Property Insurance Neutral/don't know Home/Property Insurance Somewhat unsatisfied Home/Property Insurance Very unsatisfied Home/Property Insurance Not applicable Car/vehicle Insurance Car/vehicle Insurance Very satisfied Car/vehicle Insurance Somewhat satisfied Car/vehicle Insurance Neutral/don't know Car/vehicle Insurance Somewhat unsatisfied Car/vehicle Insurance Very unsatisfied Car/vehicle Insurance Not applicable Health Insurance Health Insurance Very satisfied Health Insurance Somewhat satisfied Health Insurance Neutral/don't know Health Insurance Somewhat unsatisfied Health Insurance Very unsatisfied Health Insurance Not applicable Commercial Insurance Commercial Insurance Very satisfied Commercial Insurance Somewhat satisfied Commercial Insurance Neutral/don't know Commercial Insurance Somewhat unsatisfied Commercial Insurance Very unsatisfied Commercial Insurance Not applicable Comments (please specify): Question Title * 3. Although difficult to estimate, how much time out of the last year did you think about insurance? Never 1-5 minutes 6-15 minutes 16-30 minutes 31-60 minutes 1-2 hours 3-5 hours 6-12 hours 13-24 hours 1-3 days 4+ days Comments (please specify) Question Title * 4. Out of the 20 occasions below, what are the specific occasions when YOU actually most THINK about insurance (maximum top 3 occasions)? Renewing your policy Making a change to your policy When involved in a claim (processing/servicing) Your insurer asks questions about your policy Insurer recommendations about your coverage Paying your premium or missed payment Cancellation by current insurer Change in job status (new job or losing job) Starting or buying a business Industry merger/change with current insurance company Participation in a sponsorship or charity effort with a specific insurer Bad word of mouth about specific insurers When other people's claims have gone wrong Media coverage on an insurance topic Advertisement from an insurer New government policy/regulation During bad weather (e.g. big rains/flooding/snow/other natural disaster) Big accidents When you see someone else's accident or fire Other (please specify) Question Title * 5. Out of the 20 personal/lifestyle occasions below, what are the specific occasions when YOU actually most THINK about insurance (maximum top 3 occasions)? Turning a specific age Having kids Kids start driving Kids return home from school Getting married/engaged Getting divorced/separated Family death/estate settlement Moving cities Buying a new house/cottage Buying/leasing a new car Buying a motorcycle/leisure vehicle When researching/after a big purchase (e.g. buying a boat or trailer) Attending a car/home show Going on Holidays Getting a pet Health scare Summer time in advance of vacation Winter time/over the holidays Spring time/big purchases Fall time/back to work/back to school Other (please specify) Question Title * 6. What might get you TALKING most about insurance with other people (family/friends/neighbours) ? (top answer only) Never During an insurance claim If unhappy with an insurer If happy with an insurer Shopping for a new insurer Making a new purchase Experiencing a family/lifestyle change When an accident/incident happens Other (please specify) Question Title * 7. What is the worst part about your current insurance experience and interactions? (max. 3 selections) Search - Looking into best new insurance options Evaluation - Assessing/getting different policy quotes Enquiries - Getting additional information/education about new coverage/policies Administration - Generating Formal Documents/Certificates of Insurance Customer Service - Asking questions on current policies and what's currently covered Incidents - Processing claims/settling claims Renewals - Renewing existing policies Changes - Adding/subtracting coverage Purchase - Buying new/expanded policy coverage Accounting - Processing premium payments/invoices Cancellations - Terminating policies/coverage Other (please specify) Question Title * 8. What are your key needs expected from your insurer (maximum top 3 answers)? Friendly/good relationship Fairness in dealings Ability to bundle policies/services Speed of Claims Processing Website/mobile options/servicing Transparency/easy to understand Pricing/Value Personalization/customization of coverage Knowledge/expertise Accessible/easy to reach/contact Speed of Service Other (please specify) Next
