Insurers, particularly in the UK property and casualty market, are missing key opportunities to retain customers. Recent surveys show that a large share of customers switched insurers during the past year, and most of those who left were not offered incentives to stay. The pandemic further accelerated customer movement, with many people purchasing new policies, canceling products, or changing providers. While brand reputation strongly influences insurer choice, many customers are far more aware of their new insurer’s brand than its products, value, or customer experience. This weak connection limits cross‑selling and loyalty, highlighting the need for insurers to go beyond brand awareness and focus more on differentiated value, engagement, and retention.

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