Mumbai: Hansa Research, India’s leading consumer insights powerhouse, has expanded its footprint in the insurance ecosystem with the launch of the Motor Insurance CuES 2025, a nationwide study decoding evolving consumer behaviour across the two-wheeler and four-wheeler insurance categories.
Building on its earlier marquee CuES studies in life and health insurance, the firm now brings data-backed intelligence to the growing motor insurance category. The report captures feedback from over 3,700 consumers across 12 leading insurers, ranking brands based on real customer experience metrics.
Speaking about the launch, Praveen Nijhara, CEO, Hansa Research, said, “Our goal is to equip the insurance industry with a clear, data-backed view of how consumer expectations are evolving across every category. Building on the momentum of our earlier CuES reports on Life Insurance and Health Insurance, we have launched the Motor Insurance CuES, a customer experience report in the motor insurance category. As value, trust and service quality become non-negotiables for today’s customers, the market is shifting toward solutions that are transparent, frictionless, and deeply personalised.”
Key Insights from Motor Insurance CuES 2025
- India’s motor insurance NPS stands at 59%, with 4W scoring 61% and 2W scoring 55%.
- Private insurers outperform public sector companies, with HDFC Ergo leading overall with an NPS of 71%.
- Other high performers include Acko General (65%), Tata AIG (62%) and Royal Sundaram (62%).
- Consumer decision-making is increasingly shaped by pricing transparency, hassle-free claims, always-on support, and brand trust.
- Younger millennials show lower loyalty and higher switching tendencies, driven by fast service expectations and intolerance for delays.
- Claim experience strongly influences demand for add-ons like Zero Depreciation, RSA, Engine Protect and NCB Protection.
Commenting on evolving consumer behaviours, Piyali Chatterjee, Executive Vice President – CX, Hansa Research, said, “Consumers today are far more informed and selective, and that’s reshaping how they approach renewals in this category. We’re seeing clear signals that motor insurance policyholders are actively evaluating their options and this shift highlights the importance of competitive offerings and consistent service delivery in the motor insurance category.”
2025: Five Trends Defining India’s Motor Insurance Market
- Digital adoption led by metros and consumers below 45
- Higher switching propensity among 4W owners, metro consumers, and millennials
- Price remains the top trigger for switching
- Cashless claims gaining traction, especially in 4W segment
- Rising demand for value-driven add-ons
With Motor Insurance CuES 2025, Hansa Research continues to lead category intelligence, delivering insights that help insurers strengthen value propositions, close experience gaps, and prepare for a more competitive, digitally driven future.
