Skip to main content Skip to footer

Three ways COVID-19 is changing insurance

November 30, 2020


In brief

Gauging consumer reaction to COVID-19

Home as digital fortress

The home is now a school, an office, a shopping mall, and more. Consumers need help protecting their cyberspace.

Value for money is top consumer priority

Value is now the top factor for consumers, up from fourth place just two years ago.

Insurers get a mixed COVID-19 report card

Consumers are divided on satisfaction with insurers’ COVID-19 response, as well as on their intent to switch providers or not.

Consumer reaction #1: Home as digital fortress

Consumer reaction #2: Value is top priority

Consumer reaction #3: A mixed report card


of consumers globally say their insurer provided them with the support they needed during COVID-19.


of consumers say they would welcome assistance dealing with cybersecurity threats.

Looking beyond COVID-19


Managing Director – Insurance, Accenture Song

Todd Staehle is the Global Insurance Lead for Accenture Song. His role focuses on developing truly human customer experiences for insurance brands.

Meet the team

Kenneth Saldanha

Senior Managing Director – Global Insurance Lead

Jim Bramblet

Senior Managing Director – Insurance Lead, North America

Daniele Presutti

Senior Managing Director – Insurance Lead, EMEA

Naoyuki Shibata

Senior Managing Director – Insurance Lead, Growth Markets