A recent report from Insurity reveals that while many insurance companies are investing more in automation and self-service tools, only 15% of consumers want a completely digital experience without any human interaction. The findings come from Insurity’s 2025 Digital Experience Index, which highlights a growing preference for a digital-first approach that still allows customers to connect with a human representative when needed. About 48% of survey respondents indicated they value this flexibility, showing that customers appreciate a balance between efficiency and personal touch.
Communication preferences among consumers also vary widely. The survey found that 47% of people prefer to use the phone to contact their insurer, while 44% like to receive updates via email during the claims process. Others prefer text messages or app notifications, indicating that consumers want options for how they receive information and updates.
As insurance companies adapt to these changing preferences, generational differences are influencing their strategies. Millennials are leading the way in comfort and trust in AI-driven insurance services, while Gen Z is emerging as a key audience for these technologies. This suggests that future customer experiences will need to cater to younger, tech-savvy consumers.
The report also highlights that 64% of consumers would consider switching insurers for a better digital experience. This underscores the importance of meeting digital expectations, as poor online interactions can lead to customer dissatisfaction and attrition. Insurers must find a way to blend technology with human support, as many consumers still value personal interaction for complex situations.
Insurity’s research emphasizes that integrating human support into digital channels can help build stronger relationships with policyholders and foster trust. Sylvester Mathis, Insurity’s chief revenue and insurance officer, pointed out that customers look for reliability and empathy, especially during critical moments like claims or policy changes. He stressed that insurers who successfully combine technology with accessible human support will not only meet customer expectations but also build loyalty.
Transparency in AI processes is becoming increasingly important, with 64% of consumers viewing it as a key factor in trusting AI-driven insurance services. As the industry evolves, understanding and responding to these consumer expectations will be crucial for insurers looking to maintain their competitive edge.