The study draws on 25 interviews with experts and industry executives and on a 2021 customer survey of 8,000 insurance customers - both retail and commercial - across eight countries (Brazil, China, France, Germany, Italy, Japan, the U.K., and the U.S.). In their survey responses, insurance customers tell about their experiences with insurers during the pandemic, updated perceptions of risks, and expectations of insurers going forward.
"Our large survey of insurance customers provides many new insights. Insurers, commendably, remained available and responsive to customers during the pandemic, despite having to rapidly transform their own business operations. Furthermore, insurance customers are cognizant of the environment and risks evolving around them. However, this is not necessarily leading to the purchase of additional insurance protection; increased cyber risk is a case in point. It is a call to action for insurers to educate customers on the value of what they offer," Jad Ariss, The Geneva Association's Managing Director, said.
This is the third report in The Geneva Association's research series on pandemics and insurance, following studies on the insurability of pandemics and pandemic risk solutions. COVID-19 initiated or accelerated major changes in 2020 and 2021 - social, economic, political and technological. The Geneva Association's new report, "The Global Risk Landscape after COVID-19: What role for insurance?", sheds light on which trends will stick and how insurance will be impacted.
Key findings from the Geneva Association Global Customer Survey 2021:
- Among customers who interacted with their insurer during the pandemic, 88% of retail customers and 86% of small businesses had a positive experience.
- "Remote working" was most mentioned by retail (64%) and small businesses (62%) as the pandemic trend most likely to continue.
- Asked about their biggest concerns going forward "extended hospitalization" was most mentioned by retail customers (64%), and "having to let go or furlough employees" by small businesses (69%).
- The top expectation for insurers in the post-pandemic world most mentioned by retail and small business customers is "more comprehensive policies to account for future crises" (39% / 39%).
- Based on the survey results, in-depth interviews, and Geneva Association research, the report offers recommendations for an expanded role for insurance in the post-pandemic risk landscape.