Insurity, a leading provider of cloud-based software for insurance carriers and intermediaries, including brokers and MGAs, announced new findings from its 2025 Digital Experience Index, a national survey measuring consumer sentiment around digital interactions with P&C insurers. Despite growing investment in digital transformation across the insurance industry, the survey found that many older policyholders remain skeptical of fully digital models and still prefer traditional forms of communication.
According to the survey, 59% of Baby Boomers and 39% of Gen X prefer speaking to a person instead of using a fully digital insurance process. Only 7% of Baby Boomers and 14% of Gen X see their ideal experience as completely self-service. Interestingly, 28% of Baby Boomers, the highest of any age group surveyed, report avoiding filing an insurance claim because of a frustrating or complicated digital process.
“These are not minor usability complaints but are blockers to basic insurance functions,” said Sylvester Mathis, Chief Revenue and Insurance Officer at Insurity. “When nearly a third of Boomers are skipping claims altogether, it’s a sign that digital strategy cannot come at the expense of accessibility.”
While insurers race to modernize, data indicates that a purely digital approach might alienate a significant part of the market. For carriers and intermediaries serving a broad demographic, offering a hybrid model that combines digital convenience with responsive human support could be the clearest way to maintain trust and ensure policyholders receive the support they need when it matters most.
To learn more about Insurity’s 2025 Digital Experience Index and how policyholders feel about their digital experience with P&C insurers, please contact Elizabeth.Hutchinson@insurity.com.
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