Illustrative engagement. A representative scenario showing how we approach this kind of work in insurance. It does not describe a specific client; outcomes are described qualitatively.
Industry overview
What is shaping insurance
Insurance is bought for peace of mind and judged at the moment of a claim. Agents, digital journeys and claims experience shape trust.
- Many buyers do not fully understand their policies
- Claims experience defines the brand
- Agents remain important alongside digital
Client background
A new digital insurer, working in India. This is an illustrative engagement: a representative scenario showing how we approach this kind of work, not a named client project.
- Organisation
- A new digital insurer
- Sector
- Insurance
- Team engaged
- Market Research
- Services
- Quantitative research, Online surveys, Data analytics & dashboards
Client challenge
The insurer needed to measure brand growth against established players.
Research objectives
- Deliver on the brief: brand tracking for a new insurer.
- Understand the views, needs and behaviour of respondents.
- Produce results that can be compared across groups and locations.
- Set up a repeatable measure the client can track over time.
Target audience
The work focused on 2,000 respondents.
- respondents2,000
Audiences we typically reach in insurance
Policy buyers and holdersClaimantsAgents and advisersProspectsScheme beneficiaries
Geographic coverage
Coverage: India. Market: India.
- India
Research methodology
A structured quantitative design, so results could be compared across groups, locations and time.
- 1Brief
- 2Quarterly brand tracker
- 3Insight
We tracked awareness, consideration and trust each quarter with a dashboard.
Quantitative researchOnline surveysData analytics & dashboards
Sampling strategy
- respondents
- 2,000
- Online respondents were drawn from verified panel members who matched the screening criteria, with quotas on key profile attributes.
Data collection
- The online survey was mobile-friendly and offered in respondents' languages.
Data quality & validation
- Digital fingerprinting and duplicate checks
- Attention, speed and straight-lining checks
- Review of open-ended answers
- Logic and range checks on the final data
- Work carried out under our ISO 20252 quality procedures
Data analysis
- Cross-tabulation by key groups and locations
- Significance testing on the differences that mattered
- Interactive dashboard for ongoing tracking
Key findings
- Trust grew more slowly than awareness.
Trust is earned through claims.
Recommendations
- Build on the core insight: trust is earned through claims.
- Focus effort where the evidence was strongest: trust grew more slowly than awareness.
- Re-measure after the changes to confirm the effect.
Business impact
- The insurer added claim settlement stories to its communication.
What changed in the business as a result of the work. Impact is described qualitatively.
Deliverables & next steps
- Insight report and management presentation
- Cleaned data file and data tables
- Interactive dashboard
- Continue the routine and review results every period.
- A natural follow-on question: will this product be understood?