1 in 4 Gen Z Policyholders Have Switched Insurers Due to Poor Digital Experiences, Insurity Survey Finds
According to the data, 28% of Gen Z and 21% of Millennials report having switched insurers due to a frustrating online or mobile experience, making digital performance a key driver of brand loyalty for younger policyholders. This survey exposes a troubling disconnect: a significant portion of younger consumers are actively avoiding critical insurance functions, with 26% of Gen Z and 21% of Millennials shunning claims altogether because digital processes are too cumbersome.
Far from just a usability issue, this is a threat to the very relationship insurers believe they're building. 'Younger generations aren't just digital natives; they are the ultimate test of your technological credibility,' said Sylvester Mathis, Chief Revenue and Insurance Officer at Insurity. 'If your online portal or claims app isn't intuitive, fast, and responsive, you're risking not just user frustration but their trust and their loyalty. In a world where convenience is king, failing to meet these expectations isn't just poor service; it's a strategic vulnerability.'
Meanwhile, 61% of Millennials and nearly half of Gen Z prefer paperless interactions. However, trust in automation remains fragile, as more than half of Gen Z will only trust fully automated insurance under certain conditions.
As these groups gain purchasing power, insurers that overlook the importance of intuitive, quick, and responsive digital platforms risk becoming irrelevant. The message is clear: in today's digital age, insurance providers must innovate or face failure.
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.
About Insurity
Insurity is a leading provider of cloud-based software for insurance carriers, brokers, and MGAs. Insurity is trusted by 22 of the top 25 P&C carriers and 7 of the top 10 MGAs in the US, and it has over 400 cloud-based deployments. Through its best-in-class digital platform, unrivaled industry experience, and the industry's most robust analytics offerings, Insurity is uniquely positioned to deliver exceptional value, empowering customers to focus on their core businesses, optimize their operations, and provide superior policyholder experiences. Insurity is a portfolio company of GI Partners and TA Associates. For more information, visit www.insurity.com.
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