Report: Identifying at-risk customers is critical for insurance carriers in minimizing defection rates and increasing loyalty

Although 85 percent of auto insurance customers indicate they are loyal to their carriers, more than one-third of auto insurance policyholders shopped for a new insurance provider, according to the J.D. Power and Associates “2008 Insurance Retention/Defection Study” released Dec. 17. Identifying those customers with a higher propensity to switch and employing the tactics needed to keep their business is critical for insurance carriers.