Non-life insurance cancellation: a systematic quantitative literature review

The purpose of this paper is to provide an overall picture of the current investigation of insurance cancellation in the non-life business, taking into consideration the influence of intermediaries on customers’ decisions using the systematic quantitative literature review method. This article identifies the most important factors that explain switching behaviour in non-life insurance. It also highlights the impact and responsibility of insurance companies’ marketing strategies and tactics on insurance policy cancellations and customer churn. This research contributes to increasing scientific knowledge on insurance cancellation in the non-life business and to the development of actions to retain customers, with a higher level of effectiveness, improving the results of insurance companies and the performance of the industry.