A third of UK consumers say they will defect if their insurance providers moved operations offshore, according to new research from Troika
The latest research suggested that consumers disliked the idea of offshore services, even if they were unaware of it.
But less than 20% realised when they were dealing with foreign call handlers, the study said.
Troika found that 33% would change financial services provider if their insurer said it was moving abroad.
Despite this, only 4% of consumers surveyed had actually switched as a direct result of such an announcement.
Troika's study found insurers could increase income by promising to keep services UK based, as 41% of respondents were prepared to pay extra for the
guarantee.
There were signs that respondents felt service would deteriorate because of language barriers, or lack of local knowledge.
Troika director Andrew Veal warned: “More needs to be done to convince the UK consumer that their financial matters are in safe hands with providers who have chosen to use offshore locations.”
