| Link(s): The-End-of-Churn.pdf |
Context
Consumer Intelligence’s latest market analysis reveals a fundamental shift in UK insurance. With switching at historic lows (just 33% in motor and 36% in home) “…the churn-driven growth model has ended.” The future now belongs to insurers who create value through service excellence, innovation, and connected ecosystems. With switching at record lows and price triggers weakening, insurers are rethinking how they grow. The report shows what is driving that shift, and how the leaders are competing on value instead of price.
Key points to note and next actions
This report seeks to provide clarity and context to navigate that change. Readers will discover:
- how price triggers are weakening and what is replacing them;
- why service quality is now the strongest driver of retention; and
- the strategic shifts that will define success in 2026 and beyond.
The report highlights how the most innovative insurers are already transforming and what actions you can take now to compete with confidence or to take advantage of that transformation. Consumer Intelligence recommends that readers pay close attention to three areas that define success in 2026:
- Service excellence – retention now depends on experience as much as cost.
- Technology-enabled value – using smart intelligence to reinvest savings into customer benefit.
- Ecosystem building – creating connected products and partnerships that reduce churn.