Mobile Phone Insurance Claims: A Customer Journey
Getting insured for the loss, damage or theft of a mobile phone
has increased in importance in recent years as the value of modern
mobile devices to consumers has increased. Today, mobiles are not
just valuable in a financial sense, but are becoming valuable
lifestyle devices, a sort of psychological Swiss Army knife, used
to organise business and personal lives. Today over 9 million
adults own a mobile phone insurance policy, with ownership and
buying patterns analysed in the YouGov SixthSense report on Mobile
Phone Insurance. This report extends the analysis in the previous
report by focusing on the claims made on these insurance
policies.
In this report, YouGov SixthSense highlights some of the issues
surrounding the satisfaction with claims, how claims are processed
and claims settlement. In addition to studying claims, the report
also briefly discusses mobile phone ownership and key aspects of
insurance policy ownership which impinge on claims.
Over 40 questions were asked in total, covering the following
topics:
- Current ownership of mobile phone insurance
- Current ownership of mobile phones by the insured (e.g. number
owned, value of handset owned, how handsets were acquired)
- Why some adults go uninsured
- How knowledgeable are policyholders about the insurance they
hold and how this impacts on the claims experience
- The incidence of claiming (e.g. if a claim has been made and
when it was made)
- The claims experience of claimants, how satisfied they were
with the claims process and whether they raised any complaints at
the time of claiming
- The claim settlement received
- If and why claims were rejected
- The impact of the claims experience on operator and insurance
provider customer churn.
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