Global consumers want humanised experiences in the insurance industry

Duck Creek Technologies, an intelligent solutions provider for property and casualty (P&C) and general insurance) has published its second annual survey – the 2023 Global Consumer Insurance Insights.

This survey has revealed strong demand from consumers around the world for humanised insurance purchasing, switching and communication experiences through digital channels.

The company surveyed over 2,000 policyholders across 13 countries, who all held at least one insurance policy.

Key findings from the survey were:

• Irrespective of which channel they used to purchase the insurance policy, 93 per cent of consumers are confident they have the proper coverage
• Once a policy is in place, 44 per cent of consumers prefer human interaction – 35 per cent in 2022
• However, interest in app and WhatsApp usage for buying and switching insurance also increased year-over-year.

While the survey shows that insurers around the world are responding quickly to consumer demand for more relevant and timely products and services, it also reveals that a significant number of consumers prefer a humanised experience when interacting with their insurance providers. This emphasises the importance of exploring varying communication options to meet the needs of diverse customers.

Jess Keeney, Chief Product and Technology Officer at Duck Creek said: “As the insurance industry continues to evolve, it is crucial for providers to listen to the needs and preferences of their customers.”