A leading Australian social researcher has credited insurers with using integrated communications to win over their customers.

David Chalke, who runs Australia’s largest ongoing social research company Australia Scan, says research by his firm has revealed widespread customer satisfaction with their insurers.

Speaking at the Financial Planning Association’s national conference last week, he said insurers have successfully integrated communications to combine the advantages of the internet, telephone and personal interaction.

“The electronic capability is there when I want it, and when I pick up the phone you’re there and you’ll talk to me,” he said. “Integration is key and [insurers] are doing it better than many others.”