Customers who begin their interaction via an insurer’s app are 46% more likely to say they had a seamless experience than those who start by phone or through an agent. Overall, 47% of all insurance policy buyers now purchase through digital channels, compared with 35% through agents and 17% via call centers. When customers have an excellent digital experience (an overall satisfaction score of 801 or higher on a 1,000‑point scale), 92% say they definitely will use digital channels again; when the digital experience is poor (500 or less), that drops to 40%. For insurers, that makes digital experience design a core underwriting and retention lever, not just a tech project.
Price shocks, digital shifts put insurers’ loyalty playbook to the test
