This document contains the results of a survey about customer preferences and experiences with insurance products and providers. It includes responses to 23 questions on topics such as the types of insurance purchased, satisfaction levels, purchase channels, factors influencing choice of providers, preferred communication channels, and demographic information. For each question, response percentages and rankings are provided for different customer profiles.

1. © 2018 Pegasystems Inc. CONFIDENTIAL
Pega Insurance Omnibus
24 September 2018

2. Sample details
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3. Survey Findings

4. Q1
•
Survey question: What insurance products have you purchased in the past year?

5. Profile: Home
•
Survey question: What insurance products have you purchased in the past year?

6. Profile: Car
•
Survey question: What insurance products have you purchased in the past year?

7. Profile: Life
•
Survey question: What insurance products have you purchased in the past year?

8. Profile: Health/disability
•
Survey question: What insurance products have you purchased in the past year?

9. Profile: Retirement/investment solutions
•
Survey question: What insurance products have you purchased in the past year?

10. Profile: Travel
•
Survey question: What insurance products have you purchased in the past year?

11. Profile: Business/professional liability
•
Survey question: What insurance products have you purchased in the past year?

12. Profile: Product warranty
•
Survey question: What insurance products have you purchased in the past year?

13. Profile: Renters Insurance
•
Survey question: What insurance products have you purchased in the past year?

14. Q2
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Survey question: Overall, how satisfied are you with your insurance company(ies)?

15. Profile: Q2
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Survey question: Overall, how satisfied are you with your insurance company(ies)?

16. Q3
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Survey question: Did you buy your insurance online, from an agent, or both?

17. Profile: Q3
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Survey question: Did you buy your insurance online, from an agent, or both?

18. Q4
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Survey question: What outside influences impact your insurance purchasing choices [please rank]?

19. •
Profile: Peer recommendations/word of mouth - What outside
influences impact your insurance purchasing choices?
Survey question: What outside influences impact your insurance purchasing choices [please rank]?

20. •
Profile: Direct marketing offer - What outside influences impact
your insurance purchasing choices?
Survey question: What outside influences impact your insurance purchasing choices [please rank]?

21. •
Profile: Price - What outside influences impact your insurance
purchasing choices?
Survey question: What outside influences impact your insurance purchasing choices [please rank]?

22. •
Profile: Brand reputation - What outside influences impact
your insurance purchasing choices?
Survey question: What outside influences impact your insurance purchasing choices [please rank]?

23. Q5
•
Survey question: What are the most important factors when choosing an insurer [please rank]?

24. •
Profile: Price - What are the most important factors when
choosing an insurer?
Survey question: What are the most important factors when choosing an insurer [please rank]?

25. •
Profile: Self-service options - What are the most important
factors when choosing an insurer?
Survey question: What are the most important factors when choosing an insurer [please rank]?

26. •
Profile: Customer service - What are the most important
factors when choosing an insurer?
Survey question: What are the most important factors when choosing an insurer [please rank]?

27. •
Profile: Choice in product offerings - What are the most
important factors when choosing an insurer?
Survey question: What are the most important factors when choosing an insurer [please rank]?

28. •
Profile: Speed from purchase to being insured - What are the
most important factors when choosing an insurer?
Survey question: What are the most important factors when choosing an insurer [please rank]?

29. •
Profile: Access to complimentary services and products - What
are the most important factors when choosing an insurer?
Survey question: What are the most important factors when choosing an insurer [please rank]?

30. •
Profile: Ability to combine more than one type of insurance -
What are the most important factors when choosing an
insurer?
Survey question: What are the most important factors when choosing an insurer [please rank]?

31. Q6
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Survey question: What is the top reason that would cause you to change insurers?

32. Profile: Q6
•
Survey question: What is the top reason that would cause you to change insurers?

33. Q7
•
Survey question: What does a good experience look like (rank)

34. •
Profile: Efficient and quick resolution - What does a good
experience look like?
Survey question: What does a good experience look like (rank)

35. •
Profile: Personalized experience - What does a good
experience look like?
Survey question: What does a good experience look like (rank)

36. •
Profile: Proactive service - What does a good experience look
like?
Survey question: What does a good experience look like (rank)

37. •
Profile: Rewards/loyalty program - What does a good
experience look like?
Survey question: What does a good experience look like (rank)

38. •
Profile: Continuous experience no matter what channel you're
using (web, app, in-person, etc.) - What does a good
experience look like?
Survey question: What does a good experience look like (rank)

39. Q8
•
Survey question: What does a bad experience look like? (rank)

40. •
Profile: Long wait times - What does a bad experience look
like?
Survey question: What does a bad experience look like? (rank)

41. •
Profile: Lack of options to interact with carrier (i.e. forced to
interact only via email or phone) - What does a bad experience
look like?
Survey question: What does a bad experience look like? (rank)

42. •
Profile: Having to repeat information throughout the
experience - What does a bad experience look like?
Survey question: What does a bad experience look like? (rank)

43. •
Profile: Issue not resolved after the first contact - What does a
bad experience look like?
Survey question: What does a bad experience look like? (rank)

44. •
Profile: Having to use multiple channels to resolve an issue -
What does a bad experience look like?
Survey question: What does a bad experience look like? (rank)

45. •
Profile: No ability to use self-service for resolution - What does
a bad experience look like?
Survey question: What does a bad experience look like? (rank)

46. Q9b
•
14%
17%
41%
5%
22%
A financial advisor, life asset, and/or wealth management
Contacts me only with account issues and/or changes to
policy
Finds me the best price on insurance products
Helps me through an incident
An insurance agent does not play any of these roles in my
life
Survey question: What is the most important role an insurance agent plays in your life?

47. Profile: Q9b
•
14% 17% 12% 18% 16% 22% 13% 4% 12% 10% 13% 18% 17%
33%
17% 18%
17%
25%
15%
18%
15%
16%
16% 15%
21% 16% 22%
19%
41% 39%
43%
34%
39%
37%
43% 51% 41% 48%
44% 36%
39%
29%
5% 11% 11% 9% 4% 5% 4% 10%
8% 7%22% 15%
29% 22% 28% 23% 18% 21% 28% 22% 19% 20% 13% 12%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Overall(N=1,002)
Male(N=500)
Female(N=502)
18-24(N=130)
25-34(N=224)
35-44(N=187)
45-64(N=301)
65+(N=160)
Lessthan$40k(N=385)
$40k-$60k(N=221)
$60k-$80k(N=135)
$80k-$100k(N=94)
$100k-$150k(N=98)
Morethan$150k(N=69)
Gender Age Income
A financial advisor, life asset, and/or wealth management Contacts me only with account issues and/or changes to policy
Finds me the best price on insurance products Helps me through an incident
An insurance agent does not play any of these roles in my life
Survey question: What is the most important role an insurance agent plays in your life?

48. Q10
•
Survey question: What's your preferred channel to connect with your insurer?

49. Profile: Social media
•
Survey question: What's your preferred channel to connect with your insurer?

50. Profile: Website
•
Survey question: What's your preferred channel to connect with your insurer?

51. Profile: Email
•
Survey question: What's your preferred channel to connect with your insurer?

52. Profile: in-person
•
Survey question: What's your preferred channel to connect with your insurer?

53. Profile: phone call
•
Survey question: What's your preferred channel to connect with your insurer?

54. Profile: Alexa (or similar connected device)
•
Survey question: What's your preferred channel to connect with your insurer?

55. Profile: Insurer's own application
•
Survey question: What's your preferred channel to connect with your insurer?

56. Profile: Combination
•
Survey question: What's your preferred channel to connect with your insurer?

57. Q11
•
Survey question: Do you believe that insurance companies can be innovative and cutting-edge when it comes to their use of technology for better customer experiences?

58. Profile: Q11
•
Survey question: Do you believe that insurance companies can be innovative and cutting-edge when it comes to their use of technology for better customer experiences?

59. Q12
•
Survey question: Do you feel your insurer has a good sense of your customer history and preferences?

60. Profile: Q12
•
Survey question: Do you feel your insurer has a good sense of your customer history and preferences?

61. Q14
•
Survey question: Within the past year, when was the last time your insurance company proactively reached out to you to offer you something that saved you time or money (an
estimate is OK)?

62. Profile: Q14
•
Survey question: Within the past year, when was the last time your insurance company proactively reached out to you to offer you something that saved you time or money (an
estimate is OK)?

63. Q15
•
Survey question: What offers would you be interested in from an insurer if it meant better or less expensive service? (rank)

64. •
Profile: Auto mileage tracker - What offers would you be
interested in from an insurer if it meant better or less
expensive service?
Survey question: What offers would you be interested in from an insurer if it meant better or less expensive service? (rank)

65. •
Profile: Smart-home devices like doorbells and camera - What
offers would you be interested in from an insurer if it meant
better or less expensive service?
Survey question: What offers would you be interested in from an insurer if it meant better or less expensive service? (rank)

66. •
Profile: Fitness trackers - What offers would you be interested
in from an insurer if it meant better or less expensive service?
Survey question: What offers would you be interested in from an insurer if it meant better or less expensive service? (rank)

67. •
Profile: Free DNA test - What offers would you be interested in
from an insurer if it meant better or less expensive service?
Survey question: What offers would you be interested in from an insurer if it meant better or less expensive service? (rank)

68. •
Profile: Wellness incentives - What offers would you be
interested in from an insurer if it meant better or less
expensive service?
Survey question: What offers would you be interested in from an insurer if it meant better or less expensive service? (rank)

69. Appendix

70. Q16
•
Survey question: Are you...?

71. Q17
•
Survey question: AgeBands

72. Q18
•
Survey question: What was your total HOUSEHOLD income from all sources, before taxes or other deductions?

73. Q19
•
Survey question: What is your current employment status?

74. Q20
•
Survey question: What is the highest level of school you have completed or the highest degree you have received?

75. Q21
•
Survey question: Hidden: 4 Way Region punching

76. Q22
•
Survey question: Which of the following describes your race?

77. Q23
•
Survey question: Which of these best describes you?