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Acceptance of online customer channels for damage claims in Germany

  • The digital transformation with its new technologies and customer expectation has a significant effect on the customer channels in the insurance industry. The objective of this study is the identification of enabling and hindering factors for the adoption of online claim notification services that are an important part of the customer experience in insurance. For this purpose, we conducted a quantitative cross-sectional survey based on the exemplary scenario of car insurance in Germany and analyzed the data via structural equation modeling (SEM). The findings show that, besides classical technology acceptance factors such as perceived usefulness and ease of use, digital mindset and status quo behavior play a role: acceptance of digital innovations, lacking endurance as well as lacking frustration tolerance with the status quo lead to a higher intention for use. Moreover, the results are strongly moderated by the severity of the damage event—an insurance-specific factor that is sparsely considered so far. The latter discovery implies that customers prefer a communication channel choice based on the individual circumstances of the claim.

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Author:Fabian LangORCiDGND, Lukas Riegel
DOI original:https://doi.org/10.1007/s10799-023-00404-z
Parent Title (English):Information Technology and Management
Document Type:Article
Year of Completion:2023
Publishing Institution:Hochschule Hannover
Release Date:2023/07/28
Tag:Customer channel; Damage claims; Insurance; Online services; SEM; Technology acceptance
GND Keyword:Online-Dienst; Schadensersatzanspruch; Strukturgleichungsmodell; Versicherung
Page Number:16
Link to catalogue:1887435816
Institutes:Fakultät IV - Wirtschaft und Informatik
DDC classes:360 Soziale Probleme, Sozialdienste, Versicherungen
650 Management
Licence (German):License LogoCreative Commons - CC BY - Namensnennung 4.0 International