Insurance customers in Singapore want improved online and digital journeys

New survey also highlights willingness to share personal to receive more personalized insurance experiences or premiums

SINGAPORE, September 21, 2021 – Singapore consumers are looking for a better digital experience from their insurers, according to a new survey from Capco, the global technology and management consultancy. No matter where insurance was purchased, when buying online 77% of current policy-owning respondents wanted to see improvements. 

The survey found that 81% of policyholders would use an app that offers better visibility of all their financial products and provides personalized insights. 77% of policyholders also said they would share personal data in exchange for a more tailored product or premium. 

Capco, a global technology and management consultancy, surveyed just over 1000 Singapore consumers to gauge their impressions of insurance products and providers to capture public attitudes toward consumer insurance, the key products and services used, and emerging trends. The results form part of a larger survey of some 14,000 consumers across 13 markets globally.

Additional findings to emerge from the Singapore survey include:

The preferred methods of sharing personal data varied across generations.

  • Gen Z (aged 18-24) were most keen about taking a health or fitness test (42% of respondents in this demographic).
  • Baby Boomers aged 65+ were most open to sharing social media data (34% of respondents in this demographic).
  • Home smart devices most popular among Gen Y (aged 25-34; 47%) and Boomers aged 55-64 (31%). Smartwatches or other wearable tech were the preferred choice for Xennials (aged 35-44; 46%) and Gen X (aged 45-54; 39%).

Post-pandemic, respondents are looking for enhanced cover 

  • 35% of current policyholders polled said they trusted the insurance industry more than before the onset of COVID-19.
  • While 20% of respondents said their existing insurance products provide the appropriate level of protection, another 15% were unsure about their current level of coverage.
  • 52% of policyowners polled said they would be increasing or purchasing additional insurance cover in the coming 12 months.

The most purchased insurance types vary across the generations

  • Gen Z respondents were the biggest buyers of mobile/gadget insurance (18%), while Gen Y were the biggest buyers of travel/holiday insurance (23%) and health-related policies (63%). 
  • Xennials bought the most life insurance policies (55%) and income protection (16%).
  • Baby Boomers aged 65+ bought the most long-term savings (50%), personal property protection (25%), auto (31%) and pet insurance (11%) policies.

Emma Yang,  APAC Insurance Lead at Capco, said:

“Our survey reveals that Singapore policyholders place value for money and a policy’s ability meet their needs as the top decision factors when buying insurance. We believe insurers have an opportunity to further enhance the value and suitability of their offerings by developing exciting new digital propositions, such as app-based experiences that are closely attuned to the needs of the user. The sharing of personal data could help insurers design better insurance products that are more tailored to the needs of consumers.”


About Capco

Capco, a Wipro company, is a global technology and management consultancy specializing in driving digital transformation in the financial services industry. With a growing client portfolio comprising of over 100 global organizations, Capco operates at the intersection of business and technology by combining innovative thinking with unrivalled industry knowledge to fast-track digital initiatives for banking and payments, capital markets, wealth and asset management, insurance, and the energy sector. Capco’s cutting-edge ingenuity is brought to life through its Innovation Labs, and award-winning Be Yourself At Work culture and diverse talent. To learn more, visit or follow us on Twitter, Facebook, YouTube, LinkedIn Instagram, and Xing.

Survey methodology

The survey was conducted online in April and May 2021 and polled 1001 Singapore respondents and a total of 13,798 respondents globally. The Singapore gender split was 55% male and 45% female. The markets surveyed were Singapore, Hong Kong, China, Thailand, Malaysia the UK, US, Canada, Brazil, Germany, Austria, Switzerland and Belgium. Country representative quotas were followed. Survey respondents were drawn from six age demographics: 18-24, 25-34, 35-44, 45-54, 55-64, and 65+. Globally, 49% of respondents identified as male, 50% identified as female, and 1% identified as other.