What remains a common theme in the insurance market and particularly amongst brokers is the limited communication such firms have with their customers outside of renewal period, with many only contacting them once or twice a year.

With as many as 94% contacting customers with renewal information and only 29% contacting to offer additional products and promotions, the limited scope of insurance firms’ communication remains a prevalent feature of the industry.

This limited communication with customers has therefore impacted the industry’s ability to entice younger demographics, with the necessity to embrace and utilise a wider range of platforms, notably social media, in order to engage with their customer base.

This report therefore serves as an important reminder to brokers and insurers alike the importance of engaging with their customer base as well as expanding channels of communication to include important young demographics.