In this IIL London Market lecture Matthew Connell will talk about the CII Public Trust Index – a project that aims to answer questions like: What is trust? How can it be measured? How can these insights be used in a practical way to increase public trust?

The CII Public Trust Index is a project that aims to measure public trust in insurance. It is based on a survey of 2000 individuals and 1000 SMEs. The questions for the survey were based on an intensive process of customer interviews and video diaries, and produced a list of nine building blocks of trust in insurance, around the experiences consumers have when buying, holding and claiming.

The outcome of the survey gives a detailed view of where customer trust insurance is strong, and where action is needed. It also gives a granular view of the kind of actions that can be taken, and how trust differs by age and gender.