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PR Newswire
COLUMBUS, Ohio, Sept. 22, 2020
COLUMBUS, Ohio, Sept. 22, 2020 /PRNewswire/ -- The latest research from Nationwide's Agent Authority study highlights areas of opportunity for agents at a time when economic uncertainty has 84% of consumers reevaluating their budgets and insurance coverages*.
Consumers agree that working with a trustworthy and accessible agent is a priority, but there are gaps agents can address to enhance these relationships.
Nationwide uncovered three themes in this study:
"Our most recent Agent Authority survey shows agents are bringing immense value to consumers, especially in times with so much uncertainty," said Jeff Rommel, Senior Vice President of Property and Casualty Sales and Distribution at Nationwide. "Consumers are identifying new opportunities for agents to step up and strengthen relationships at a time when their personal lines clients are taking a closer look at their insurance needs."
What Customers Want:
Customers want to know they have the right coverage and the right price. The research identified consumers and agents are aligned in prioritizing the qualities of a good agent, including being trustworthy, providing strong customer service and being cost-effective. However, customer needs don't stop there.
Quick tips for agents:
Shared Challenges:
The research identified two consistent challenges across all consumers surveyed – understanding policy coverage and finding the best price. While most customers seek educational counsel on insurance types and coverages, they perceive that some agents could deliver more guidance.
Quick tips for agents:
Economic Outlook:
Consumers are nervous about the economy and say they will be reassessing their insurance needs as a result. Over half of agents think their clients feel uncomfortable talking about economic uncertainty. While not easy conversations to have, agents feel they are prepared and have the resources to discuss economic uncertainty with their clients. On the reverse side, consumers highlighted an opportunity for agents to demonstrate their knowledge to build trust.
Quick tip for agents:
*These insights and more were uncovered through Nationwide's ongoing Agent Authority research series, which includes samples of independent insurance agents, various business owners, and consumers. Previous Agent Authority research reports: Agent-customer relationship; Small business owner needs and challenges; Middle market business owner needs and challenges; Agents' top concerns through the pandemic.
Methodology:
Nationwide commissioned Edelman Intelligence to conduct a 20-minute quantitative online survey among a sample of 2,600 U.S. independent insurance agents, small business owners, mid-market business owners, mid-market business owners with fleet vehicles, African American business owners, Hispanic business owners and general consumers between June 9 – June 25 to understand what business owners and consumers value when buying or renewing insurance policies, explore the different challenges each audience faces around insurance, gauge perceptions of the economy and how each audience is managing uncertainty, and find out the actions business owners and consumer have taken as a result of COVID-19 and the conversations they're having with agents. As a member of CASRO in good standing, Edelman Intelligence conducts all research in accordance with Market Research Standards and Guidelines.
About Nationwide
Nationwide, a Fortune 100 company based in Columbus, Ohio, is one of the largest and strongest diversified insurance and financial services organizations in the U.S. and is rated A+ by both A.M. Best and Standard & Poor's. The company provides a full range of insurance and financial services, including auto, commercial, homeowners, farm and life insurance; public and private sector retirement plans, annuities and mutual funds; banking and mortgages; excess & surplus, specialty and surety; pet, motorcycle and boat insurance. For more information, visit www.nationwide.com.
Contact:
Mike Switzer
(614) 249-6349
SWITZEM1@nationwide.com
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SOURCE Nationwide
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