Consumers Are Getting Harder to Reach.
Here's the Proof.
New data from CSG’s Connections Index, featured in the August 2026 issue of Auto Insurance Report.
Connection rates have fallen since 2023, even as lead volume climbs. CSG’s CEO Jeff Feuer and Chief Customer Officer Jeff Piotrowski break down what’s driving the decline, and the strategies still breaking through, in this reprint from AIR.
What the feature covers:
- The Connection Rate Decline: Why consumer connection rates dropped as carriers regained profitability and re-entered the market for new business.
- The Multi-Channel Advantage: two coordinated channels deliver a 2.7× the connection rate than one channel alone.
- Consumers in Control: Why warm transfers are declining in favor of consumer-initiated callbacks, tap-to-call, and tap-to-site connections, and what that means for outreach strategy.
Download the full AIR feature to read more expert insights.
