Policy Positivity: Ipsos’s CSI 2024 insurance study reveals increased customer satisfaction from 2023

Toronto, Ontario — Ipsos’s latest Canadian Satisfaction Index (CSI) 2024 insurance report indicates a notable increase in customer satisfaction within Canada’s combined insurance sector.

According to the report, overall satisfaction improved from -8 in 2023 to -5 in 2024, with Canadian customers showing a greater willingness to recommend their insurance provider to others.

However, as the study further notes, the continued negative score also indicates the ongoing need to strengthen customer relationships.

When looking at individual providers, CAA Insurance took first place based on customer response, closely followed by The Co-Operators, when assessing with combined market scores across all policy types.

The study also notes noticeable regional differences, with lower satisfaction levels recorded in Western Canada when compared to Eastern Canada.

Overall, Ipsos assessed customer experience based on three key dimensions: ease, effectiveness and emotion.

For more information, or to see the full study, click here.

And, check out how automotive insurers shaped up in Collision Repair's Insurer Report Card.