“Our survey underlines that Belgian policyholders consistently want value for money and are willing to share additional personal data for a range of benefits, not least the personalized services that many also say they want. These findings collectively point a clear path forward for insurers, and that journey incorporates relevant and frictionless digitalized insurance offerings, and engaging customer experiences – all delivered at a fair price for the coverage provided. To deliver, insurers should invest in revamping customer journey as well as process optimization, data gathering, automation and AI powered applications. Developing and executing a cloud-first, omnichannel digitalization strategy will ensure customer data can be optimized to inform truly impactful decision-making for insurers and customers alike.”

Jeroen Dossche
Belgium Managing Partner

METHODOLOGY

Interviews were conducted in Belgium, Brazil, Canada, Greater Bay Area (ex Hong Kong), Germany, Hong Kong, Italy, Malaysia, Poland, Singapore, Switzerland, Thailand, USA and the UK during February and March 2023. Respondents were aged between 18 and 65 years. This was a quantitative study conducted using diverse sampling methodology (social & ad networks). Country representative quotas (location, age and gender) were applied.