PRS Agent Campaign- The Changing Client Journey

The Changing Client Journey

Our industry is experiencing a fundamental shift that requires us to think differently about how we operate. Successful families and individuals are engaged with insurance online more than ever before, researching and shopping, which means their purchasing journey has changed.

That's why Chubb has invested in research to better understand these trends and help you take full advantage of new opportunities.

The research

To help understand how families and individuals purchase insurance today and the value they see in working with independent agents and brokers, Chubb conducted a nationwide survey of insurance consumers. By asking a series of pointed questions, we learned:

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How likely they are to shop
online and why they do so

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What value they feel their
independent insurance agent
brings to the relationship

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Their expectations,
interactions, and preferences

when working with an
insurance agent

What we found

The findings of our study were both eye-opening and encouraging. In short, there are things you can do, as an independent insurance agent or broker, to enhance and protect your business, even as our mutual clients and prospects shop online at a growing rate.

The client journey has changed

Successful families and individuals are twice as likely to shop online for their home insurance than are other segments of the population.

In the past 12 months


have shopped online

In the future


are likely to shop online

Price is not a main reason clients work with agents

When clients who work with an independent agent or broker were asked about the advantages of that relationship, getting a lower price didn’t even make the top three reasons. Instead, clients cited these benefits:

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Advice - Getting valuable guidance on how to protect their home

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Access - Ability to call a person vs. a company in case something happens

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Time - Saving time by letting the agent or broker research carriers

Most think agents should focus on what’s right for them, not price

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54% said agents lose credibility when they lead with the lowest cost option

Win the New Journey

Understanding how your clients and prospective clients are thinking about, researching, and purchasing insurance is an important first step. With powerful strategies and resources you’ll find from Chubb, you can take advantage of the opportunities presented by your clients’ new journeys and set yourself apart in today’s competitive environment.

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Find resources to help grow and retain your business by winning the new purchasing journey of successful families and individuals.

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Grow With Us

Agents and brokers are vital to Chubb’s success. To help you grow faster and more efficiently, we’ve created resource centers, tools, and programming you can use, and are actively investing in research and partnering with industry experts to share with you the best ways to understand and work with successful families and individuals.