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The State of Voice in Insurance in 2022

Recently, Hiya released our annual State of the Call report. We surveyed 1,800 professionals and 12,239 consumers across 6 different countries to understand how the voice channel is being used (and abused) today. The results; not only is voice growing in terms of popularity, it is the primary way that people connect with everything from brands and providers, to co-workers and friends.

Here’s a quick look at some of the trends from this year’s findings: 

  • 94% of individuals surveyed believe that unidentified calls are fraudulent—however, 18% of consumers also indicated that calls from an insurance company were the most frustrating to have missed this past year, higher than any other category.
  • 56% of insurers said there was a monetary impact as a result of an inability to reach customers/prospects via phone. Financial professionals reported that all areas of businesses were negatively impacted by at least 50% more than the overall surveyed average. 
  • 56% of insurance institutions agree that the key to increased answer rates is branding their calls and ensuring they don’t get labeled as spam.

Want to learn more? Download this year’s State of the Call report here!



Author Katie DeMatteis

Senior Marketing Manager