The Trust Gap explores how public conversations reveal growing challenges around reputation and trust in Australia’s insurance industry. As customers increasingly share experiences online, insurers face greater pressure to understand and respond to evolving expectations. The report identifies three critical moments that influence trust: friction during the claims process, uncertainty caused by conflicting information, and silence when customers search for answers but cannot find relevant brand communications. Through social listening and data analysis, the report shows how organizations can detect issues before they escalate, provide executives with clear insights, improve cross-functional collaboration, and identify the voices shaping public narratives. It emphasizes the importance of pro

Join for free to read