“For insurers, trust is everything. To build and cement that trust in the long term, they need to ensure they are not only set up to understand their customers and their needs, but can also service those needs at the right time and through the right channels. UK consumers are increasingly comfortable with digitalisation and, as our survey highlights, are at once interested in more individually tailored products and services and prepared to share more information about themselves to achieve that enhanced personalisation, among other benefits. To this end, insurers have a range of powerful levers at their disposal to harness these positive sentiments, including core tech modernisation, omnichannel experiences, cloud and AI, and – above all – innovative approaches to capturing, managing and applying data enabled by modern data platforms in the most impactful fashion."
Matt Hutchins, UK & Global Insurance Lead
Interviews were conducted in Belgium, Brasil, 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.