Back in the day, things were way simpler – choices were easier to make because things were in black and white. However, today we are surrounded by greys. There was a time when filing insurance was a matter of pride, where customers were sure that their insurance companies would be there for them in case they faced an untoward situation. This scenario has changed and while old timer insurance companies are blaming newer ones for eating into their share, the fact is that when an insurance firm loses a customer, they themselves are to blame. Fancy insurance advertisements, depicting a retired man unabashedly allowing his wife to continue her shopping sprees because he has that much confidence when it comes to his insurance provider are more depictive of ‘reel life’ than ‘real life’. Customers have unfortunately lost interest in their insurance companies because these organizations have stopped focusing on their customers and listening to their needs. Insurance companies, rather than foster relationships with their customers, tend to simply focus on contacting their clients when there is an overdue bill to be paid. So, why is it that clients are slowly leaving their insurance providers and moving on? Where are insurance companies going wrong? The results from a few surveys and useful pointers may help in getting these answers.