One in four would definitely use a smartphone app for claims
And two out of five would consider using an app
But just 3% of motorists say their insurer offers an app
More than one in four motorists would definitely use a smartphone app to report insurance claims, new research from motor insurance technology experts etouch solutions shows.
Its nationwide study shows potentially strong demand for increased use of apps for claims despite only three per cent of drivers being aware their current insurer provides an app.
In total two out of three motorists would consider using an app – 26% say they would definitely use an app and another 41% said they might use an app if it was offered.
Currently the research, conducted by independent researchers Consumer Intelligence, shows 90% of motorists use the phone to make claims but just 20% have no concerns about making claims on the phone.
They are generally satisfied with the claims service from insurers – 70% say the service was good or excellent – but just 50% are clear on the information they have to record following an accident.
The research revealed concerns about using the phone - 56% say they would be put off by having to call a foreign call centre while 47% are worried about being put on hold.
David McKane, Technical Director of etouch solutions said: “Apps are part of everyday life for millions of us and it makes sense that they would be popular for reporting insurance claims.
Although motor claims is recognised as a distress purchase, the research suggests motorists’ support for apps to report motor claims is strong. However the apps have to be relevant and useful or people will simply uninstall them.
“Insurers already do a good job in processing claims but apps would help them further enhance their service and reduce costs as well as helping motorists make claims more efficiently.”
The research shows strong demand for using apps for other insurance claims such as household and travel – 26% would definitely use them and 50% would consider using them.