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Consumers shift gears in motor insurance choices in 2025
MUMBAI: Hansa Research has taken a fresh drive through India’s motor insurance landscape, unveiling how drivers today pick, trust and switch their policies. Its new nationwide Motor Insurance CuES 2025 study, based on feedback from more than 3,700 customers across 12 major brands, shows a market that is more informed, more demanding and far less patient than before.
After deep dives into life and health insurance, the insights firm has now turned its spotlight to the world of two-wheelers and four-wheelers. The findings sketch a clear picture of what modern policyholders expect and what insurers must fix.
CEO Praveen Nijhara said the Motor Insurance CuES aims to help insurers close experience gaps as customers place growing value on transparent pricing, personalised service and frictionless processes.
One of the strongest indicators of customer satisfaction is the Net Promoter Score. The motor insurance category holds an overall NPS of 59 per cent, with the four-wheeler segment ahead at 61 per cent and the two-wheeler segment at 55 per cent. Private insurers dominate the rankings. HDFC Ergo leads the pack with an impressive NPS of 71 per cent, followed by Acko General, Tata AIG and Royal Sundaram. Public sector insurers trail far behind, signalling service and experience gaps that customers are no longer willing to overlook.
The study reveals that buyers lean heavily on reputation and trust when narrowing options, but competitive pricing and transparency remain decisive. A strong 24 by 7 support system is now a key differentiator as consumers expect quick answers and faster resolutions. The claim process continues to make or break loyalty, with hassle-free settlements ranking among the most valued features.
Younger millennials stand out as a restless segment. They want speed, proactive updates and always-on service, but show lower loyalty and a readiness to switch after a single poor interaction. Their behaviour points to a market where service slip-ups come with real consequences.
The report highlights how claim experiences also shape future buying behaviour. Consumers who have filed claims are more likely to opt for add-ons, a sign that risk awareness grows once they have been through the process.
Hansa Research CX executive vice president Piyali Chatterjee, said policyholders are reevaluating their choices at renewal time and looking more closely at competitive offerings and service consistency.
The study also spotlights five major trends shaping the sector in 2025. Digital adoption is rising fastest among metro residents and younger consumers who prefer buying, renewing and tracking claims online with minimal intermediary involvement. Switching behaviour is more common among four-wheeler owners, younger millennials and metro consumers who are highly aware of alternatives. Price sensitivity remains intense, with even small differences influencing decisions. Cashless claim solutions are gaining traction, although network gaps still push many customers into non-cashless claims. And add-ons like zero depreciation, roadside assistance, engine protect and NCB protection remain top favourites, especially among four-wheeler owners seeking convenience and peace of mind.
Together, the findings reflect an industry in motion. Consumers today expect clearer communication, faster service and better value, and insurers that fail to keep up risk being left behind in the next renewal cycle.
NEW DELHI: Hamdard Laboratories gathered a cross-section of India’s achievers in New Delhi on Friday, handing out the Hakeem Abdul Hameed Excellence Awards to figures who have left their mark across healthcare, education, sport, public service and the arts.
The ceremony, attended by minister of state for defence Sanjay Seth and senior officials from the ministry of Ayush, celebrated individuals whose work blends professional success with a sense of public purpose. It was as much a roll call of achievement as it was a reminder that influence is not measured only in profits or podiums, but in people reached and lives improved.
Among the headline awardees was Alakh Pandey, founder and chief executive of PhysicsWallah, recognised for turning affordable digital learning into a mass movement. On the sporting front, Arjuna Awardee and kabaddi player Sakshi Puniya was honoured for her contribution to the game and for pushing women’s participation onto bigger stages.
The cultural spotlight fell on veteran lyricist and poet Santosh Anand, whose songs have echoed across generations of Hindi cinema. At 97, Anand accepted the honour with characteristic humility, reflecting on a life shaped by perseverance and hope.
Healthcare honours spanned both modern and traditional systems. Manoj N. Nesari was recognised for strengthening Ayurveda’s place in national and global health frameworks. Padma shri Mohammed Abdul Waheed was honoured for his research-backed work in Unani medicine, while padma shri Mohsin Wali received recognition for his long-standing contribution to patient-centred care.
Education and social development also featured prominently. Padma shri Zahir Ishaq Kazi was honoured for decades of work in education, while former Meghalaya superintendent of Police T. C. Chacko was recognised for public service. Goonj founder Anshu Gupta received an award for his dignity-centred rural development initiatives, and the Hunar Shakti Foundation was honoured for empowering women and young girls through skill development.
The Lifetime Achievement Award went to former IAS officer Shailaja Chandra for her long career in public healthcare and governance, particularly in the traditional systems under Ayush.
Speaking at the event, Hamdard chairman Abdul Majeed said the awards were a tribute to those who combine excellence with empathy. “These awardees reflect Hakeem Sahib’s belief that healthcare, education and public service must ultimately serve humanity,” he said.
Minister Seth struck a forward-looking note, saying India’s young population gives the country a unique opportunity to become a global destination for learning, health and wellness by 2047.
The ceremony also featured the trailer launch of Unani Ki Kahaani, an upcoming documentary starring actor Jim Sarbh, set to premiere on Discovery on 11 February.
Instituted in memory of Unani scholar and educationist Hakeem Abdul Hameed, the awards have grown into a national platform that celebrates those building a more inclusive and resilient India. For one evening at least, the spotlight was not just on success, but on service with substance.
