One in five consumers avoid filing claims due to frustration with digital processes, according to Insurity’s recent Digital Experience Index, which surveyed a random pool of 1,000 participants across the U.S. Further, 64% of consumers would consider switching insurers for a better digital experience, and only 15% of consumers want a fully self-service, digital-only experience from their carrier, indicating a preference for human interaction.
Communication Preferences
The survey, which evaluated “consumer satisfaction with digital interactions across the P&C insurance experience,” also found that “48% of respondents prefer a digital-first model with the option to speak to someone if needed, underscoring the need for a hybrid approach,” according to the report. Additionally, 47% of consumers still use the phone to communicate with insurers, while 44% prefer email communications throughout the claims process.
Core Digital Services
The three core digital services valued by consumers, according to the report, are “streamlined billing and payments, immediate access to policy documents, and the ability to file and track claims online.” Although policyholders value the convenience of digital processes, there are some areas where insurance companies are falling short. The least useful digital tools, however, are 24/7 customer support and real-time claim status updates, according to the survey.
Consumers also indicated that more self-service tools, streamlined claims filing processes, and better mobile app designs would improve their user experience the most, the report states. “For insurers, these findings reinforce the need to align digital strategy with evolving customer expectations,” states a press release by Insurity. “Enhancing usability is no longer optional, particularly in high-impact areas like claims…Insurers must invest in solutions that remove complexity and deliver consistent, seamless interactions across the policyholder journey to stay competitive.”