Urgently looking for Car Insurance online as the previous policy has expired; Checked via policy bazaar as well as Google. Compared policies and chose to go ahead with. Visited the website; Searched for option to buy a new insurance policy. Selected Buy New Policy” option. Chose one of the navigation option to get to the form; Started filling necessary details in the provided form; What is Policy type?? Let's just select any one. Required vehicle registration date and manufacturing year. Called home to get the details. Clicked Operational details; Not mandatory, let’s skip; Checked Discount; nothing is there, skipped; Let’s check the premium first. Checked the premium ; looks ok as expected; “Break in Policy” Notification popped up. Clicked “Buy Online” Received notification about the vehicle make not being available in XXX database; asked to connect with branch. A lot of options available in the market; Big confusion where to go?? Hopefully buying a car insurance would be the fairly smooth process; Should get done quickly. So many multiple options. Where do I click? All there are different types of car insurance? Let me just click one & see what happens. What is this? What if selected, policy type doesn’t cover my requirement? No idea what either of the policy-type options mean. Comprehensive, Act only third party); No clarification available. How will customer know which policy type they should choose??? Will have to search online what it means. Oh! Don’t have the details right now. Why didn’t they tell what all documents will be needed beforehand. Hopefully someone at home would be able to locate the necessary papers otherwise will have to go and search for them; Don’t have so much time my current policy is already expired! If the details are not required, then why were the sections there??? If not mandatory for the customer then no need to ask customer to check and skip the section! Waste of time. Now what is this popup? Already know that there is a break in the policy which is why need a new policy urgently. Should simply mention how long it will take to accept the proposal. Don’t confuse the customer! What is this??? If vehicle make is not available, why is the option provided?? What a waste of time!! Now I have to go to a branch; don’t know where the branch is; why can’t they just set up a call back? This doesn’t look like it will happen today, I should just look for an alternative. Hopeful Hopeful Unsure Unsure Helpless Irritated Irritated Disengaged Peak 1 Choice overload Peak 2 Friction Peak 3 Cognitive dissonance Peak 4 Ego depletion Peak – end fail Key Actions Thoughts Emotions Behavioural Heuristics TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
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