Healthcare was the top-mentioned insurance policy on social media. Mentions increased 53% in March compared to February, as people considered how their policies would be affected by Covid-19 and employment.
Travel policy mentions increased 111% in March compared to February (the largest percentage increase), as vacations were cancelled and quarantines imposed. Initially consumers wanted to know if insurers would pay out for cancelled trips. But in May this morphed into what travel insurers will cover in a post Covid-19 world – there’s no definitive answer just yet.
Home insurance had the second largest relative increase, with mentions increasing 78% in March compared to February. But rather than how Covid would negatively affect policies, consumers were shopping around for better deals to save money in the crisis.
Car, life, and event insurance conversations also saw jumps of 21%, 24%, and 68% respectively in March compared to February, again driven by consumers looking for more cost-effective policies, and details on how Covid-19 would affect claims.
The pandemic has been a trying time for consumers, and battling through insurance red tape is a part of that. Consumers want to feel supported, and to know they’re getting a fair deal – these factors should be top of mind for insurers looking to create excellent customer experiences this year.
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Brandwatch Response Team