Defaqto has established an interactive portal for insurance customers. It will collect data from customers on satisfaction levels with quote and buy experiences, mid-term adjustments, claims renewals and complaints handling. It will also gather information on their likelihood to renew and recommend, their switching behaviour and their purchase preferences.

The portal announcement was made in conjunction with Defaqto’s launch of its first “GI Customer Experience Insights” report.

John Milliken, CEO of Defaqto, said: “Overall our research paints a positive picture of the industry. The great news is that 63% of respondents rate their personal experience with insurance services as generally better than with financial services as a whole and 70% rate their trust of GI providers with a score of 8 out of 10 or more.

“However, there was huge differentiation in the survey with the best providers scoring on average over 40 percentage points higher than the lowest performers when it comes to customers rating their experiences.

“The new portal enables insurance providers to interrogate the data on an almost infinite number of parameters to strengthen their proposition and position in the market and gain insight into their competitors’ customers.”