This is Not a Surprise — Older Clients Don’t like Doing Digital Insurance

Insurity’s 2025 Digital Experience Index looked at digital insurance shopping and — to no one’s surprise — finds older policyholders not all that happy doing insurance digitally.

The survey said 59% of baby boomers (1946 to 1964) and 39% of Gen X (1965 to 1979) policyholders want to talk directly to an agent rather than go online and purchase insurance that way.

Just 7% of boomers and 14% of Gen X respondents said self-service insurance buying works for them.

Insurity spokesman, Sylvester Mathis said the same goes for claims. Close to 28% of baby boomers say they completely avoid filing a claim online because of digital platforms are frustrating.

“These are not minor usability complaints but are blockers to basic insurance functions,” Mathis said. “When nearly a third of Boomers are skipping claims altogether, it’s a sign that digital strategy cannot come at the expense of accessibility.”

The bottom-line has insurers continuing to pump more resources into automation and a digital insurance experience. While they’re doing it, many policyholders — and not just those in the older demographics — want, and expect, personal interaction.

Mathis said that highlights the importance of insurance finding, and developing, a hybrid insurance purchasing system. This is especially true, and important, when it comes to claims and customer questions. Source link: Insurance Business America — https://bit.ly/4odmjl8