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Ovum believes that new customer attitudes and expectations are making value engagement – that is, personalized service offerings that go beyond insurance – an increasingly essential component of an insurer's proposition.


  • Value engagement consistently emerged as an important influence on choice of insurer across all countries studied in our research.

Features and Benefits

  • Identifies what consumers want from a valued dialogue with an insurer.
  • Learn how insurers can add value and how much customers are prepared to pay for this.

Key questions answered

  • What do consumers see as value from insurers and how does this vary by age and region?
  • How can carriers enhance their propositions to strengthen customer relationships, especially among millennials?

Table of contents


  • Catalyst
  • Ovum View
  • Key messages

Recommendations for carriers

  • Reducing a customer's risk should be the focus of initial value engagement offerings
  • Millennials expect value engagement as standard
  • Value engagement should be driven from the customer perspective
  • Value engagement is part of a wider repositioning strategy


  • Research methodology
  • Author