For the insurance industry in particular, the results highlight texting as a means for providers to deliver a more seamless, desirable customer experience. More than 80 percent of insurance policy holders said they would prefer to text with their insurance company or agent if that service was offered. 84 percent even said they would save an insurance company's text number into their contact lists.

Respondents in favor of texting with their insurance companies were also open to "group chats" with other providers within the insurance ecosystem, such as rental and towing companies, auto and home repair businesses, glass replacement shops, and medical providers.

A majority (32 percent) of respondents chose "speed of response" as the most important expectation for texting with an insurance company, followed by 24/7 availability (18 percent).

While cost and coverage were unsurprisingly the most important factors for purchasing an insurance policy, nearly 20 percent of respondents ranked customer service and personal touch as more important -- meaning that, in an industry that typically differentiates on small increments of price, smart insurance companies recognize the need to go above and beyond just cost and coverage to delight customers.