Using data to change customer perceptions Hannah Jones

“In one word, describe what you think making a claim will be like” Negative: 65% Positive: 25%

Only 26% think insurance companies do their best to make the claims process as simple as possible

Just 37% of 16 to 29 years olds think they would receive a payment if they made a claim

71% of claimants said their claim experience was good or very good

% Responded: Likely or Highly Likely How likely would online reviews, written by people who have made a claim, be to influence your choice of insurance company? % Responded: Likely or Highly Likely

LONDON’S TOP RATED RESTAURANT DIDN’T EXIST! BUDE’S TOP RATED ATTRACTION IS A PLASTIC TUNNEL? CONFIDENTIAL

Treating Customers Fairly Acquisition & Retention Recognition Treating Customers Fairly Differentiation Acquisition & Retention Actionable Insights Business Development

Thank you! Hannah Jones CONFIDENTIAL