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Whitepaper: Research Findings

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Whitepaper: Research Findings Global Technology (UK) Whitepaper: Research Findings Source notes: “Global Technology Research” conducted by Corus on behalf of Assurant. Quantitative opinion data sourced from a nationwide panel of British respondents via email-distributed, double opt-in web questionnaire. Participation was restricted to adult respondents (18 years or older) who own a smartphone and have cellular service. Surveys were fielded in November 2019. Simple random sampling was used to fill demographic participation quotas (N=1,248). Client Confidential Updated: February 3, 2020 (version 1) 1 | Corus Contents Smartphone ownership Smartphone protection Wireless service 5G Vehicle ownership & internet connection Wi-Fi connected devices Connected devices protection Tech related frustrations and issues Voice assistant programs, video game use, & VR Technology confidence Data usage & risks AI automation and prognostication OTT services Healthcare Home broadband 2 | Corus Contents Smartphone ownership Smartphone protection Wireless service 5G Vehicle ownership & internet connection Wi-Fi connected devices Connected devices protection Tech related frustrations and issues Voice assistant programs, video game use, & VR Technology confidence Data usage & risks AI automation and prognostication OTT services Healthcare Home broadband 3 | Corus What type of smartphone do you currently own? (If you own more than one, please select the phone that you use most often.) 40% 34% 34% 30% 20% 16% 10% 5% 4% 2% 2% 1% 1% 0% Apple Google HTC Lenovo LG Motorola Other Samsung Sony 4 | Corus How likely is it that the next smartphone you buy will be made by the same brand you currently use? 50% 41% 40% 30% 30% 23% 20% 10% 4% 2% 0% Very unlikely Somewhat unlikely I'm not sure Somewhat likely Very likely 5 | Corus How likely is it you might switch to an Android smartphone within the next 10 years? [Among respondents who currently have an Apple smartphone] 35% 31% 30% 25% 24% 20% 18% 16% 15% 11% 10% 5% 0% Very unlikely Somewhat unlikely I'm not sure Somewhat likely Very likely 6 | Corus How likely is it you might switch to an Apple smartphone within the next 10 years? [Among respondents who currently have an Android smartphone] 40% 36% 30% 25% 20% 16% 15% 10% 8% 0% Very unlikely Somewhat unlikely I'm not sure Somewhat likely Very likely 7 | Corus Contents Smartphone ownership Smartphone protection Wireless service 5G Vehicle ownership & internet connection Wi-Fi connected devices Connected devices protection Tech related frustrations and issues Voice assistant programs, video game use, & VR Technology confidence Data usage & risks AI automation and prognostication OTT services Healthcare Home broadband 8 | Corus Excluding the manufacturer’s warranty, did you purchase insurance or additional protection for your current smartphone? (Select all that apply.) 80% 73% 70% 60% 50% 40% 30% 20% 15% 10% 6% 6% 5% 0% Yes, through my carrier Yes, an AppleCare Protection Plan Yes, from the manufacturer of my Yes, from another 3rd party insurance No, I haven't purchase insurance or Android smartphone (such as provider additional protection Samsung) 9 | Corus Did you ever previously purchase additional protection or insurance for a different smartphone? [Among respondents who haven’t purchased insurance or additional protection for their current smartphone] Yes, 15% No, 85% 10 | Corus Please indicate whether each of the following reasons is or is not a reason as to why you no longer purchase insurance or protection for your smartphone. [Among respondents who have previously purchased insurance or additional protection for a different smartphone] Smartphones are becoming more durable and less likely to need repair 47% 53% I wouldn’t want a refurbished device if I ever needed a replacement 63% 37% I was unhappy with the billing process 82% 18% My employer no longer covers my bill 93% 7% When I filed a claim, my replacement phone was poor quality 90% 10% When I filed a claim, the phone delivery process took too long 85% 15% I had a claim denied 87% 13% Customer service was poor 77% 23% The deductible was too high 58% 42% The price was too high 26% 74% I realized I did not need it 39% 61% I prefer to get any needed phone repairs from a local service 60% 40% IS NOT a reason IS a reason 11 | Corus Please indicate whether each of the following reasons is or is not a reason as to why you haven’t purchased insurance or protection for your smartphone. [Among respondents who have not previously purchased insurance or additional protection for a different smartphone] Smartphones are becoming more durable and less likely to need repair 53% 47% I wouldn’t want a refurbished device if I ever needed a replacement 69% 31% I prefer to get any needed phone repairs from a local service 64% 36% I was not aware of the availability of a protection plan 86% 14% The protection plan did not include the coverage that I wanted 85% 15% The sales rep told me not to buy it 95% 5% It didn’t protect my data 87% 13% I tried to sign up after I purchased my phone, but it was too late 94% 6% The price of the monthly premium was too high 42% 58% The price of the deductible was too high 56% 44% I do not anticipate needing it 32% 68% I didn’t know where to buy it 89% 11% I haven’t been offered it 77% 23% IS NOT a reason IS a reason 12 | Corus Contents Smartphone ownership Smartphone protection Wireless service 5G Vehicle ownership & internet connection Wi-Fi connected devices Connected devices protection Tech related frustrations and issues Voice assistant programs, video game use, & VR Technology confidence Data usage & risks AI automation and prognostication OTT services Healthcare Home broadband 13 | Corus Which provider do you use for mobile phone service (choose the one you use most if you use more than one)? 25% 21% 20% 19% 15% 15% 10% 10% 9% 7% 5% 5% 5% 4% 2% 1% 1% 0% 0% 0% 0% 0% Asda BT Mobile EE GiffGaff i-D Mobile Lebarra Lyca Mobile O2 Sky Smarty Superdrug TalkMobile Tesco Three Virgin Vodafone 14 | Corus How satisfied are you with the following attributes of your wireless service? Ability to bring my own device 2% 4% 28% 30% 36% In-store retail service 3% 5% 34% 29% 28% Customer support 3% 6% 17% 38% 36% Proximity of retail storefront 2% 6% 32% 34% 26% Call quality 3% 5% 4% 37% 51% Data speeds 3% 6% 9% 41% 41% Network coverage 3% 9% 3% 37% 48% Smartphone protection plan 2% 6% 54% 21% 17% Smartphone upgrade plan 2% 6% 40% 28% 24% Smartphone selection 3% 4% 17% 37% 39% Price for service 3% 9% 9% 39% 40% Overall satisfaction 4% 4% 3% 39% 50% Very unsatisfied Somewhat unsatisfied No opinion / Not applicable Somewhat satisfied Very satisfied 15 | Corus Contents Smartphone ownership Smartphone protection Wireless service 5G Vehicle ownership & internet connection Wi-Fi connected devices Connected devices protection Tech related frustrations and issues Voice assistant programs, video game use, & VR Technology confidence Data usage & risks AI automation and prognostication OTT services Healthcare Home broadband 16 | Corus How much have you seen or heard about 5G? 2% 9% 17% 33% 32% 80% A lot 80% A little 74% Not at all 63% 62% 18% 11% 9% 5% 6% Silent Generation Baby Boomers Generation X Millennials Generation Z 17 | Corus This year, wireless carriers around the world began transitioning to fifth-generation cellular networks – known as 5G for short. This new era will leap ahead of current 4G wireless technology by offering mobile internet speeds that will let people download entire movies within seconds. It will also reduce latency (the lag you experience when issuing a smartphone command) and enable many more devices to be connected at once. In the next 10 years, how much of an impact do you think 5G will ultimately have… On society 9% 17% 30% 30% 14% On your own life 24% 21% 31% 18% 5% No impact Minor impact Modest impact Significant impact Enormous impact 18 | Corus Only a handful of 5G-capable smartphones have been released so far. Soon, however, this will be a common feature. When you think about your next smartphone, do you expect that a 5G capability is something that will prompt you to upgrade to a new phone sooner than you might have otherwise done? 50% 50% 40% 36% 30% 20% 14% 10% 1% 0% No - I won’t buy a new smartphone just because It depends - 5G is a feature I’m interested in Yes - I will definitely buy a new phone sooner I've already upgraded to a 5G-capable it’s 5G-capable. getting, but other considerations matter as much than I would have in order to get 5G capabilities. smartphone! or more when upgrading. 19 | Corus Contents Smartphone ownership Smartphone protection Wireless service 5G Vehicle ownership & internet connection Wi-Fi connected devices Connected devices protection Tech related frustrations and issues Voice assistant programs, video game use, & VR Technology confidence Data usage & risks AI automation and prognostication OTT services Healthcare Home broadband 20 | Corus When thinking about the potential impact of 5G technology on cars and trucks in the next 10 years, how much of an impact do you think it will ultimately have on... 6% 11% 11% 10% 27% 21% 24% 28% Enormous impact 29% 32% 30% Significant impact 31% Modest impact Minor impact No impact 19% 16% 20% 17% 19% 21% 15% 13% The number and quality of in-car The technical sophistication of vehicle The ability for vehicles to drive The ability of commercial freight and entertainment options safety and crash avoidance systems autonomously delivery trucks to drive autonomously 21 | Corus Passenger cars are increasingly connected to the internet, both to send data (including requests for route guidance) and to receive data (including “over-the-air” software updates for a vehicle’s onboard computer).
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