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Guide insurance customers to safety and well-being

January 20, 2021

RESEARCH REPORT

In brief

The future of insurance

#1 Re-evaluate digital services with a generational lens

In our research, clear differences in generational appetites for digital offers emerged. Take a fresh look at your consumer digital strategy.

#2 Personalize consumer offers

Offer usage- and behavior-based insurance to better personalize and target offerings, meeting consumer demand for better value.

#3 Restore trust with digital and human interaction

The right human + machine mix restores consumer trust and better engages them.

Addressing generational consumer differences

Offering personalized insurance per habits and usage

29%

of consumers who can drive expect to drive less in the long-term than they did before the pandemic.

Trust and engagement in a human + machine world

49%

Of insurance consumers trust a human advisor when making a claim.

12%

Of insurance consumers trust an automated phone/web/email service when making a claim.

7%

Of insurance consumers trust a chatbot when making a claim.

What matters to your insurance customer?

SENIOR MANAGING DIRECTOR – GLOBAL INSURANCE LEAD


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.

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