Across the world, individuals, companies, industries, and governments are currently confronting many changes, some of which look set to impact the nature and tenor of our daily lives in fundamental ways. COVID-19 in particular has clearly been profoundly disruptive, and the future post-pandemic world remains largely undefined. However, at a time when our physical proximity and interactions have been significantly curtailed, new opportunities and avenues to connect and build relationships continue to emerge.

Many of the world’s insurance markets are growing beyond the parameters of what was thought possible just ten years ago. Large, traditional market players are coexisting and even partnering with new entrants and other companies, whose original business focus is far removed from the insurance world. Innovation is everywhere. Robots are competing with your trusted insurance broker or agent to serve complex customer needs. 

As new realities within insurance are coming to the fore, Capco surveyed nearly 14,000 consumers across 13 markets globally to gain a better understanding of public attitudes towards personal lines of insurance. Our full survey report seeks to explore:

• The key trends, challenges and opportunities within insurance today
• A diverse range of consumer sentiments across 13 key global markets
• The future of insurance in a post-pandemic world
• How insurers – through technological innovation and digitization – can adapt to customer needs, deepen existing relationships and broaden consumer engagement.

METHODOLOGY

Our survey was conducted online between April and May 2021 and collected responses from a total of 13,798 individuals. The markets surveyed were the UK, US, Canada, Brazil, Germany, Austria, Switzerland, Belgium, Hong Kong, China, Singapore, Thailand, and Malaysia. 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+. 49% of respondents identified as male, 50% identified as female, and 1% identified as other.