Addressing the Priorities of Insurance Customers for Sustainability Efforts

In spite of its importance, it is not evident what customers expect from their insurers with respect to sustainability. We surveyed more than 1,400 Swiss insurance customers to understand their expectations. We found out that customers are especially interested in social issues and are mostly looking for a tradeoff between premiums and sustainability efforts, and they would like insurers to concentrate on core insurance processes. However, more than 40 % of customers do not know what their insurers are doing. This is a clear positioning opportunity for insurers, and they need to articulate a clear and compelling purpose for their organization.