Image via Flickr user Hernan Seoane
Consumers generally think they benefit when they buy insurance direct but is it true?
To find out, we’ve asked people what matters to them when buying insurance, and in turn our panel used those criteria to evaluate the differences between buying insurance via a broker and buying direct online.
What is important to consumers?
In order of importance, these are the things people said matter to them:
- Peace of mind that everything is covered.
- Security of personal data.
So let’s now analyze these items and let our panel judge how each performs when insurance is bought directly or when via a broker.
Contrary to popular consumer belief we found that broker pricing was actually better than direct insurance pricing.
Many of the consumers in our test case were surprised here. At least half began our test with the impression that buying policies directly would be the easiest option for them. After trying both, almost all had changed their mind.
The results here were quite evenly balanced. In the case of the time taken to generate initial quotation figures, direct services (online) were consistently very quick, while some brokers answered quote requests by personal follow up.
We saw few surprises here. Brokers were largely far more efficient at cross checking policies than consumers, and also very good at educating their customers, explaining what types of cover were available and answering queries.
This was a difficult one to test, and fell largely to our technical team. We did however take into account how consumers felt about their data security after using the various services.
by Adam Bishop
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