New Delhi, Dec 9: Hansa Research, a leading consumer insights firm in India, has launched its nationwide Motor Insurance CuES 2025, deepening its footprint in the insurance sector. Building on its extensive studies in life and health insurance, the report focuses on 2-wheeler and 4-wheeler motor insurance segments, capturing real consumer experiences and preferences. Feedback was gathered from over 3,700 consumers across 12 leading motor insurance brands, ranking insurers based on customer experience.
Praveen Nijhara, CEO, Hansa Research, said;
“Motor Insurance CuES equips the industry with data-backed insights on evolving consumer expectations. As value, trust, and service quality become non-negotiable, insurers must deliver transparent, frictionless, and personalised experiences. Our report highlights actionable insights to help insurers close experience gaps and strengthen competitiveness.”
Key Findings;
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Net Promoter Score (NPS): Overall NPS for motor insurance in India is 59%, with 4W at 61% and 2W at 55%.
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Top Performers: Private insurers lead the sector, with HDFC Ergo topping both segments with a 71% NPS, followed by Acko General (65%), Tata AIG (62%), and Royal Sundaram (62%). Public sector insurers lag significantly in customer experience scores.
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Consumer Priorities: Reputation, trust, competitive pricing, transparency, strong 24/7 customer support, seamless claims, and value-added services are decisive factors influencing purchase and renewal decisions.
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Generational Shifts: Younger millennials prioritise 24×7 support and service benefits but show lower brand loyalty. They are quick to switch insurers after poor experiences, highlighting the importance of consistently fast, proactive, and responsive service.
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Claim Experience Drives Awareness: Consumers who have experienced a claim tend to purchase additional coverage and add-ons.
Emerging Trends;
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Digital Adoption: Online purchase and renewal are strongest among metro residents and consumers below 45 years. Digital channels and aggregators play a key role in shaping insurer selection.
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Switching Propensity: Higher among 4W owners, younger millennials, and metro consumers, reflecting greater awareness, demand, and willingness to shift.
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Price Sensitivity: Price remains the primary driver of switching, followed by service quality. Among 4W switchers, 37% cited price as the main reason.
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Cashless Solutions: Increasing adoption of cashless claims through network-garage tie-ups, especially among 4W owners and higher socio-economic groups. Non-cashless claims still exist, with 44% citing garage network limitations.
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Value-Enhancing Add-Ons:Consumers prefer add-ons like Zero Depreciation, Roadside Assistance (RSA), Engine Protect, and No Claim Bonus Protection. RSA, in particular, reflects demand for convenience-led services such as on-the-spot repairs, towing, and emergency support, particularly in metro areas.
Piyali Chatterjee, Executive Vice President, CX, Hansa Research, said, “Consumers today are informed and selective, actively evaluating insurers during renewals. Competitive offerings, consistent service delivery, and convenience-led solutions are essential for insurers to retain and attract customers.”
The Motor Insurance CuES 2025 highlights the evolving landscape of India’s motor insurance market, emphasising digital adoption, value-driven offerings, and service excellence as key determinants of consumer choice in 2025.