Voice of the Policyholder Survey

Meeting the New Standard for Customer Service

Survey reveals how carriers can design service experiences that combine automation with human expertise, allowing every interaction to feel informed, responsive, and connected.

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Policyholders continue to raise the bar on their service interactions with carriers.

Hi Marley surveyed 500 homeowners, renters, and automobile insurance policyholders about their recent service experiences.

Explore where automation, AI-assisted conversations, and connected communication experiences can improve both customer satisfaction and operational efficiency.

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75% of policyholders embrace AI-supported service, but 1/3 may switch insurers if human support disappears.

Policyholders are receptive to AI when it delivers accurate, helpful answers and makes interactions faster and easier, but expect carriers to preserve access to a human when needed.

67%

say speed is the most important factor in service interactions

75%

who used texting for professional services in the past 12 months described the experience as easy

37%

would consider switching carriers if they had to repeat their questions several times

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Gain insights to help create service interactions that strengthen trust, improve operational efficiency, and build lasting customer relationships.

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