New research reveals that the time it takes in getting through to a call centre is just as important to motor insurance-buying customers as comparing costs and cover.
According to research from consumer information company Experian, 47% of callers had at some point decided not to wait in a queue when calling an insurer for a quotation and had picked another company instead. The survey involved interviews with 300 used car buyers – almost all of whom were in the process insuring a vehicle.
Other findings show that 44% of those surveyed cited cost as the deciding factor when buying insurance, while 19% said that a freephone number was the biggest incentive when picking a new insurance company for a quote.
"There is always a balance between the cost to the customer and the level of service provided," said Experian's Steve Kilmister. "Our research shows that when seeking insurance for a newly-acquired car, the first impressions of an insurer, such as an 0800 number and how quickly the quote is given are important."
Hosted by comedian and actor Tom Allen, 34 Gold, 23 Silver and 22 Bronze awards were handed out across an amazing 34 categories recognising brilliance and innovation right across the breadth of UK general insurance.
