Four in Five Americans Would Pick Up the Phone if They Ran into Difficulties while Interacting Online with Insurance Companies

7 June 2010

Trends & Prospective

New York, NY - A recent Ipsos Public Affairs poll conducted online among 1,005 U.S. adults on behalf of OpTier shows that most of them would call an insurance provider via telephone to resolve an issue if they ran into difficulties while trying to purchase an insurance policy or file an insurance claim online. Four out of five adults surveyed (83%) say they would be at least somewhat likely to phone the insurance provider to resolve the issue - including two thirds (66%) who say they would be very likely to do so.

While majorities are likely to phone the insurance provider if they run into problems, certain groups are more prone to do so. Americans aged 35 and older would be more likely than those aged 18-34 to call the insurance provider if they experienced problems online. While just half (50%) of those 18-34 say they would be very likely to pick up the phone if they ran into difficulties, close to three quarters of those 35 and older would do so (73%).

Other segments of the population who would be more likely to place a call to their insurance provider include:

Those with a college degree, as 89% of them would be at least somewhat likely to call, compared to 81% of those without a college degree.
Those with a household income of $50,000 or more, as 86% of them would be at least somewhat likely to call, compared to 79% of those with a lower income.
Those who are married, as 86% of them would call compared to just 79% of those who are not married.

These are some of the findings of an Ipsos poll conducted May 6 - 10, 2010. For the survey, a national sample of 1,005 adults aged 18 and older from Ipsos' U.S. online panel were interviewed online. Weighting was then employed to balance demographics and ensure that the sample's composition reflects that of the U.S. adult population according to Census data. A survey with an unweighted probability sample of 1,005 and a 100% response rate would have an estimated margin of error of +/- 3.1 percentage points 19 times out of 20 of what the results would have been had the entire adult population aged 18 and older in the United States had been polled. All sample surveys and polls may be subject to other sources of error, including, but not limited to coverage error, and measurement error.

The study also found that close to one in five (18%) of the 1,005 Americans polled, have or plan to research or purchase health insurance online at some stage.

Younger respondents are more likely to do so, as 25% of those aged 18 to 34 have or plan to do so at some point, compared to just 15% of those 35 or older.
Similarly, those who are more educated are also more likely to research or purchase a health insurance policy online; 27% of college graduates report that they have already or plan to do so compared to just 15% of those without a college degree.

For more information on this news release, please contact: Julio C Franco Senior Research Manager Ipsos Public Affairs New York, NY 646-313-6117 [email protected]

About Ipsos

Ipsos is a leading global survey-based market research company, owned and managed by research professionals that helps interpret, simulate, and anticipate the needs and responses of consumers, customers, and citizens around the world. Member companies assess market potential and interpret market trends to develop and test emergent or existing products or services, and build brands. They also test advertising and study audience responses to various media, and measure public opinion around the globe. They help clients create long-term relationships with their customers, stakeholders or other constituencies. Ipsos member companies offer expertise in advertising, customer loyalty, marketing, media, and public affairs research, as well as forecasting, modeling, and consulting and offers a full line of custom, syndicated, omnibus, panel, and online research products and services, guided by industry experts and bolstered by advanced analytics and methodologies. The company was founded in 1975 and has been publicly traded since 1999. In 2009, Ipsos generated global revenues of e943.7 million ($1.33 billion U.S.).