Have communications preferences changed for good?

By  Vero Insurance

The travel restrictions and social distancing associated with COVID-19 heralded massive growth in the use of web-based communication such as Zoom, Skype and Microsoft Teams. But as we look further into 2021 and beyond, we must ask, have communications preferences changed for good or do SMEs want to return to face-to-face meetings?

Bonus Chapter: SME Index Communication Preferences >

As Jim, a Bottle Shop owner and valued broker client, said in a recent interview “The whole point of having a broker is to have a relationship”. So, do SMEs feel that a relationship can flourish without in-person contact?

Vero’s SME Insurance Index Changing Communication Preferences bonus chapter revealed some fascinating insights into SMEs’ attitudes.


Over half of broker clients welcome the return of face-to-face meetings once COVID-19 restrictions are lifted. However, that is not the full story, 47% agree that web-based communications are an excellent way to communicate with their broker, with 41% saying that they would like to continue to use these channels in the future.

This year’s Index also explored which communication channels are preferred for different tasks. On the whole, emails came out on top. But for more complicated tasks, face-to-face meetings or phone conversations were preferred. Interestingly, very few broker clients prefer web-based communication tools for any tasks when other, more traditional options are readily available, suggesting that the ‘new normal’ of regular online meetings may not last.

It’s easy to make assumptions based on our own experiences of communicating during the pandemic. But this chapter shows just how nuanced and varying SME opinions are on this issue. It underlines the value of scheduling an open discussion with your SME clients about how they want to communicate in future.

Bonus Chapter: SME Index Communication Preferences >

To see the full findings for 2021 and what they mean for brokers:

Register to watch the CPD accredited Vero SME Insurance Index Webinar on-demand

Source: The SME Insurance Index report research was conducted by BrandMatters. See www.brandmatters.com.au

Disclaimer: AAI Limited ABN 48 005 297 807 trading as Vero Insurance (Vero) has prepared this Vero SME Insurance Index Report & Infographic (Report) for general information purposes only. Vero and its related bodies corporate do not assume or accept any liability whatsoever (including liability for special, indirect, consequential or incidental damages, or damages for loss of profits, revenue or loss of use) arising out of or relating to this Report & Infographic or the information it contains. Vero and its related bodies corporate do not invite reliance upon or accept responsibility for the information it provides on or through this Report & Infographic. Vero and its related bodies corporate do not give any guarantees, undertakings or warranties concerning the accuracy, reliability, completeness or currency of the information provided. This Report & Infographic is not a recommendation or statement of opinion about whether a reader should acquire insurance from Vero (or its related bodies corporate) or services from any insurance intermediary or otherwise alter their business arrangements. This Report & Infographic is based on commissioned research by Vero and should not be used as the basis for any decision in relation to the acquisition or disposal of insurance products or the use of broker services. Readers should confirm information and interpretation of information by seeking independent advice.

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