“Data-driven digitalization is key to the ongoing personalization of insurance products and customer experiences but, as our survey highlights, preserving the human touch – especially during the claims process – remains essential. The optimal customer experience will come through the thoughtful combination of leading-edge technologies that speed up and smooth out key aspects of the insurance ‘lifecycle’ alongside a more personal level of service at other critical points in that journey. To build for future success, insurers must continue to adapt to evolving consumer profiles and preferences, and explore opportunities to design and deliver new products and policyholder services. Value for money and trust are both leading decision factors, and insurers should accordingly prioritize transparency, reliability and integrity as they look to elevate their reputation and brand equity.”
Camille Ocampo, Executive Director & Brazil Insurance Lead
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.