Enterprises and insurance companies
It is true, Italian enterprises trust insurers, but with reserve. This thesis is confirmed by the Abacus research, conducted between October and November 2001, for Assiteca, Italian company in hr Insurance brokering sector.The survey, mad eon a sample of 500 Italian companies of every size and business field, has enabled the definition of the actual trust relationship that exists between companies and insurers. The relationship is calculated upon the measurement of the divergence between companies expectations, on one side, and insurance response on the other, on the basis of a comparison with other contexts/institutions close to insurance institutes, and through the analysis of components, also of emotional nature, which influence relationships between insured and insurer.
More generally, the research underlines that the interviewees are satisfied with the insurance market, with an overall sufficient judgement, with an index value equal to 61/100. If we analyse the divergence between needs and offers, there are on the other hand significant weakness areas. First of all there is dissatisfaction towards the offered 'product': the matched clarity and transparency, costs and benefits result t a lower level compared to expectations.
Another dissatisfaction area can be that of 'professionalism'. The feeling is that companies offer standard solutions that do not completely adapt, and not satisfactorily anyway, to the customer's various requirements. The overall impression given by the research is that we are facing a sector that does not enjoy overall and aware trust, and therefore lives mostly of 'basic revenue'. In other words the sector has vast room for improvement, especially form the point of view of professional approach, finalised to satisfy an ever more evolved and complex demand, induced y the evolution of the economic-competitive reference context.
There is also another 'malaise', expressed by 39% of those interviewed: companies seem to be more deeply committed to the sale of their products, rather than offering a service. Concerning the possible evolution of this judgement in time, the sample splits in three equally divided groups: one believes that the relation with insurance institutes has improved; the second, around one third of interviewees, laments on the other hand a decrease of trust, corresponding to a depression in the service offered or a worsening of the quality/price relationship; according to the third group the relationship hasn't changed.
The index then highlights a situation of geographical inconsistency between enterprises: the more satisfied are the enterprises of the North West, followed by Central Italy, whereas the most problematic seem to be the relations for Southern and North eastern businesses. If we make a comparison with other similar realities, we see that those who enjoy extreme trust form companies are the Banca d'Italia (52%), followed by the insurance and banks (aligned at 21%), by Post Offices (20%), the Stock exchange (12%) and holding companies (95%).
Comparing with other professional figures on the other hand, insurers with their 17%, enjoy a lower trust compared to professional accountants (36%), work consultants (33%) and lawyers (21%). Professional accountants in particular result enjoying trust as consultants in all fields, including the insurance one.
March.2002
Assiteca
Abacus
