Digitizing the Auto Insurance Customer Relationship

Based on a survey of 2000 licensed drivers countrywide.

visual to show methods used to communicate with insurance companies

Communication preferences shift towards digital methods

Composite of 10 tasks related to auto insurance, such as

requesting a quote, adding a vehicle, or reporting a claim.

For example, when performing a variety of tasks related to auto

insurance, 20 percent of respondents used a company website

in the past year, while 35 percent would prefer that method in future.

Pie chart to show percentages

Human touch still important

If applying for insurance online, would you still expect to speak with a person before finalizing the purchase?

Bar chart to show Interest with age

Interest in digital methods declines with age

Interest in applying for insurance online

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Insurtech concept of a woman with an outstretched hand and a digital shield overing above it.
  • Insurance Consumer Insights
  • Research Report

Digitizing the Auto Insurance Customer Relationship

This survey report explores the degree to which auto insurance customers interact with their insurer using digital methods and their preferences for using digital methods in the future.