Hansa Research highlights ‘Evolving Consumer Priorities’ in India’s Motor Insurance Market in the Motor Insurance CuES 2025.

National, December 9, 2025: Hansa Research, India’s leading consumer insights powerhouse, is deepening its footprint in the insurance landscape with the launch of its nationwide Motor Insurance CuES 2025. After shaping industry understanding through large-scale studies in life and health insurance, the firm now turns its lens to the 2W and 4W motor insurance segments, decoding how consumers think, choose and experience their motor insurance. The survey captures real customer voices, ranking India’s top motor insurers based on feedback from over 3,700 consumers across 12 leading brands. 

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. Through Motor Insurance CuES, we aim to deliver sharper, actionable insights that help insurers close critical experience gaps and strengthen their competitiveness in a rapidly changing landscape.”

Key Highlights 

The overall Net Promoter Score (NPS) for Motor Insurance in India stands at 59%. Within this, the 4-wheeler segment scores 61%, while the 2-wheeler segment scores 55%.

Private insurers continue to outperform the sector, with HDFC Ergo emerging as the top-ranked insurer across both 4-wheeler and 2-wheeler segments, achieving an impressive overall NPS of 71%. Other high-performing brands at an overall level include Acko General (65%), Tata AIG (62%), and Royal Sundaram (62%). In contrast, public sector insurance companies show significantly lower NPS scores in both 4-wheeler and 2-wheeler segments, indicating gaps in customer experience.

The findings reveal that consumers evaluate motor insurance brands through a clear set of priority factors at both purchase and renewal stages. While reputation and trust in the brand play a crucial role in narrowing choices, consumers also seek out insurers for competitive pricing and transparency. Strong 24/7 customer support also emerges as an important differentiator, with customers increasingly valuing quick assistance and responsive service. In addition, good service benefits and a seamless and easy claim process continue to be other decisive factors, as consumers prioritise insurers who offer fast, hassle-free settlement. Together, these factors shape the modern motor insurance decision-making journey, reinforcing the need for insurers to deliver both value and trust-driven experiences.

Younger millennials are prioritising 24×7 support and service benefits, yet showing lower loyalty, indicating generational shifts in behaviour. They tend to be more discerning, quicker to switch insurers after a poor interaction, and less tolerant of delays or complex claim processes. For insurers, this signals a growing imperative: to retain younger millennials, brands must deliver consistently fast service, proactive communication, and always-on customer assistance.

Among other interesting insights, we also see claim experience increases risk awareness. Consumers who purchase add-ons often share one common characteristic: they have previously experienced a claim. This is obviously driven by several other behavioural and experiential factors

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.” 

The year 2025 sees five pivotal trends taking centre stage in the Motor Insurance sector, poised to significantly shape the industry landscape.

1. Digital Adoption for Purchase Strongest among Metro and Younger Consumers: Online purchase and renewal of motor insurance is significantly higher among consumers in metro markets, driven by greater digital maturity, increased use of comparison platforms and wider exposure to seamless online financial services. Metro customers are 1.3X times more likely to make a digital policy purchase than their counterparts in non-metros. Younger consumers, particularly those below 45 years of age, also show a strong preference for online buying, renewals, claim filing and seeking information pre-purchase. This segment values convenience, transparency and speed, and is more comfortable navigating digital journeys without intermediary support. Their behaviour reflects a shift towards self-driven decision-making, where online tools and aggregators play an influential role in shaping insurer selection. Together, these segments underscore a broader digital acceleration in the insurance category
2. Switching in Insurance: Propensity to switch motor insurers is significantly higher among specific consumer groups. 4-wheeler customers, younger millennials and customers in metros. These segments are more informed, more demanding, and more willing to shift.
3. Price Sensitivity High: As consumers increasingly compare premiums across platforms, even marginal differences can drive consideration or reconsideration at the time of renewal. Despite efforts by insurers to differentiate through service, coverage, or value-added features, the category remains highly commoditised in the eyes of the consumer. Price continues to be the single most influential trigger for switching insurers in the motor insurance category. Among those who switched insurers for their 4W, 37% stated Price as their main reason for changing insurers followed by service. 
4. Insurers and the industry are increasingly pushing cashless solutions: network-garage tie-ups and cashless-claim offerings are more widely available now. Data shows Cashless claim products are more popular among 4W (vs 2W) and among higher socio-economic classes. However non-cashless continues to exist. Infact 44% of those who made a non-cashless claim mentioned Garage was not in the cashless network.
5. Value-enhancing add-ons: The study also highlights strong consumer demand for value-enhancing add-ons, with four covers emerging as clear favourites across the market: Zero Depreciation, Roadside Assistance (RSA), Engine Protect and No Claim Bonus (NCB) Protection Cover. Roadside Assistance (RSA) also reflects the growing preference for convenience-led services such as on-the-spot repairs, towing support and emergency assistance—especially in Metros. Add-ons appear to have a stronger penetration among 4W policy holders.