HARTFORD, Conn.–(BUSINESS WIRE)–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.<\/p>\n
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.<\/p>\n
\u201cThese are not minor usability complaints but are blockers to basic insurance functions,\u201d said Sylvester Mathis, Chief Revenue and Insurance Officer at Insurity.<\/strong> \u201cWhen nearly a third of Boomers are skipping claims altogether, it\u2019s a sign that digital strategy cannot come at the expense of accessibility.\u201d<\/p>\n 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.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":" HARTFORD, Conn.–(BUSINESS WIRE)–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 […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[14083],"tags":[],"class_list":{"0":"post-356852","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-technology-industry-news"},"_links":{"self":[{"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/posts\/356852","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/comments?post=356852"}],"version-history":[{"count":0,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/posts\/356852\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/media?parent=356852"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/categories?post=356852"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/tags?post=356852"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}