Digitalization in the worldwide insurance market

Trends in consumer behavior for insurers concerning marketing, sales, services and products

Digitalization is currently a major challenge for the global insurance industry, with many of the same strategic issues cutting across cultures and countries. Furthermore, designing new digital services and processes require significant investment and bring up the need for synergies throughout the development and implementation process.

This study sheds light on what the global consumer need and expect from the global private insurance sector, and lays the groundwork to define market strategies for an international consumer base.

The study evaluates the insurance customer needs in four areas:

  • Predictive services and offerings: When, how and where to offer the right products and services to prospects and existing customers?
  • Need evaluation, configuration and consultation: What will be an accepted and effective way to stimulate the digital sales process?
  • Adaptive insurance offerings that follow the life of customers: What full- or semi-automated adaptions in risk protections are preferred and what devices / channels will be accepted?
  • Full- or self-service claim management: What will the claims management process look like in the future? Will consumers adopt full or self-service claims management, or a mix thereof, and will it be perceived as a value add? 

The study answers the following questions:

  • How to serve a digital native with insurance options?
  • How do you get the attention of prospects in the digital world?
  • What are the brand and product features that drive a digital contact into a lasting relationship?
  • Which services fit those who live a digital lifestyle best and motivate recommendation?
  • When and how to contact your customer to offer the right risk protection in a continuously changing life?

Study design

Method: Online interviews (20 minutes)

Field time: July-December 2015

Sample: Nationally representative, ages 20 to 40 years old

Sample size: n=1,000 or n=500 per country

Four regions and 27 Countries

Europe: Austria, Belgium, France, Germany, Greece, Italy, Netherlands, Norway, Poland, Spain, Turkey, Russia, Lithuania, United Kingdom, Switzerland 

APAC: Australia, China, Hong Kong, India, Indonesia, Malaysia, Singapore, Thailand

MENA: Saudi Arabia, United Arab Emirates

North America: USA (n = 1,860), Canada


Additional countries can be added on demand: Czech, Denmark, Sweden, Brazil, Chile, South Africa … please ask for more

Reporting: PowerPoint report of 75 pages and excel tables for each country


Please contact Tom Fuller for additional information



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