Latest news with #2025DigitalExperienceIndex
Yahoo
28-05-2025
- Business
- Yahoo
New Insurity Survey Identifies Top Digital Features Policyholders Want and Key Areas for Improving Policyholder Engagement
New data shows a gap between the digital services consumers value most and the features insurers are delivering, risking trust and long-term retention HARTFORD, Conn., May 28, 2025--(BUSINESS WIRE)--Insurity, a leading provider of cloud-based software for insurance carriers, brokers, and MGAs, released new insights from its 2025 Digital Experience Index, which evaluates consumer satisfaction with digital interactions across the P&C insurance experience. The survey found that policyholders place increased value on three core digital services: streamlined billing and payments, immediate access to policy documents, and the ability to file and track claims online. For insurers aiming to boost retention and satisfaction, optimizing these essential touchpoints for simplicity, speed, and reliability should be a strategic priority. While policyholders value digital convenience, the survey also identified several areas where insurers are falling short. Features such as 24/7 customer support and real-time claim status updates were among the lowest rated in terms of usefulness, suggesting that these critical service capabilities are not meeting expectations. When asked what would improve their experience, consumers cited more self-service tools, streamlined claims-filing processes, and better mobile app design, indicating an apparent demand for more intuitive, responsive digital touchpoints. For insurers, these findings reinforce the need to align digital strategy with evolving customer expectations. Enhancing usability is no longer optional, particularly in high-impact areas like claims. In fact, the Digital Experience Index found that one in five consumers have avoided filing a claim due to frustrating processes, highlighting how poor digital experiences can directly undermine customer trust and long-term retention. Insurers must invest in solutions that remove complexity and deliver consistent, seamless interactions across the policyholder journey to stay competitive. "Digital ease and speed are now essential for the insurance experience," said Sylvester Mathis, Chief Insurance and Chief Revenue Officer at Insurity. "The data underscores a crucial insight: policyholders increasingly demand seamless and empowering digital interactions that remove barriers and provide immediate solutions. Insurers that fail to prioritize user-centric platforms, especially during pivotal moments like filing a claim, risk losing individual transactions and eroding long-term trust and customer loyalty." This survey was conducted online in April 2025, and more than 1,000 adult participants were randomly selected across the United States to ensure a representative sample. Respondents were asked a series of 19 questions, ranging from multiple-choice to scale-based, to gauge their opinions on their digital experience. Data analysis was performed to identify key patterns and insights. To learn more about Insurity's 2025 Digital Experience Index and how policyholders feel about their digital experience with P&C insurers, please contact 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 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 View source version on Contacts Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Business Wire
28-05-2025
- Business
- Business Wire
New Insurity Survey Identifies Top Digital Features Policyholders Want and Key Areas for Improving Policyholder Engagement
HARTFORD, Conn.--(BUSINESS WIRE)-- Insurity, a leading provider of cloud-based software for insurance carriers, brokers, and MGAs, released new insights from its 2025 Digital Experience Index, which evaluates consumer satisfaction with digital interactions across the P&C insurance experience. The survey found that policyholders place increased value on three core digital services: streamlined billing and payments, immediate access to policy documents, and the ability to file and track claims online. For insurers aiming to boost retention and satisfaction, optimizing these essential touchpoints for simplicity, speed, and reliability should be a strategic priority. While policyholders value digital convenience, the survey also identified several areas where insurers are falling short. Features such as 24/7 customer support and real-time claim status updates were among the lowest rated in terms of usefulness, suggesting that these critical service capabilities are not meeting expectations. When asked what would improve their experience, consumers cited more self-service tools, streamlined claims-filing processes, and better mobile app design, indicating an apparent demand for more intuitive, responsive digital touchpoints. For insurers, these findings reinforce the need to align digital strategy with evolving customer expectations. Enhancing usability is no longer optional, particularly in high-impact areas like claims. In fact, the Digital Experience Index found that one in five consumers have avoided filing a claim due to frustrating processes, highlighting how poor digital experiences can directly undermine customer trust and long-term retention. Insurers must invest in solutions that remove complexity and deliver consistent, seamless interactions across the policyholder journey to stay competitive. "Digital ease and speed are now essential for the insurance experience," said Sylvester Mathis, Chief Insurance and Chief Revenue Officer at Insurity. "The data underscores a crucial insight: policyholders increasingly demand seamless and empowering digital interactions that remove barriers and provide immediate solutions. Insurers that fail to prioritize user-centric platforms, especially during pivotal moments like filing a claim, risk losing individual transactions and eroding long-term trust and customer loyalty." This survey was conducted online in April 2025, and more than 1,000 adult participants were randomly selected across the United States to ensure a representative sample. Respondents were asked a series of 19 questions, ranging from multiple-choice to scale-based, to gauge their opinions on their digital experience. Data analysis was performed to identify key patterns and insights. To learn more about Insurity's 2025 Digital Experience Index and how policyholders feel about their digital experience with P&C insurers, please contact 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 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
Yahoo
27-05-2025
- Business
- Yahoo
1 in 5 Consumers Avoid Filing Claims Due to Frustrating Digital Processes, According to Insurity's Latest Survey
New research from Insurity reveals how poor digital experiences in claims are causing consumers to disengage, signaling a call to action for insurers in 2025 HARTFORD, Conn., May 27, 2025--(BUSINESS WIRE)--Insurity, a leading provider of cloud-based software for insurance carriers, 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. The survey found that 22% of consumers have avoided filing an insurance claim because the process was too frustrating or complicated, highlighting a critical gap in the claims experience that insurers must address to protect trust, loyalty, and long-term value. The survey also found that 64% of consumers would consider switching insurers for a more seamless digital experience, revealing how easily poor interactions, especially during the claims process, can drive customers to competitors. As insurers continue to advance their digital strategies in 2025 and beyond, prioritizing intuitive, user-centric digital experiences will strengthen retention and build long-term customer loyalty. As digital tools become the primary channel for customer engagement, the survey highlights that poor claims experiences are not just process inefficiencies but key drivers of lost trust and reduced customer loyalty. This insight comes when insurers are under increasing pressure to modernize core systems, enhance operational performance, and deliver greater value to policyholders. While many carriers have made significant progress in digital transformation, the findings make clear that technology investment must be paired with a strong emphasis on user experience. Those investments may fail to deliver meaningful returns without intuitive, efficient, and responsive interactions, especially during critical moments like claims. "As carriers evaluate their core systems and digital infrastructure this year, the priority must be reducing friction where it matters most," said Sylvester Mathis, Chief Insurance and Chief Revenue Officer at Insurity. "A clunky or disconnected claims process frustrates customers and risks sending them elsewhere. When someone avoids filing a claim, despite having coverage, it signals a fundamental breakdown in trust. If policyholders feel friction, uncertainty, or inflexibility, they're less likely to file a claim, and far more likely to leave." This survey was conducted online in April 2025, and more than 1,000 adult participants were randomly selected across the United States to ensure a representative sample. Respondents were asked a series of 19 questions, ranging from multiple-choice to scale-based, to gauge their opinions on their digital experience. Data analysis was performed to identify key patterns and insights. To learn more about Insurity's 2025 Digital Experience Index and how policyholders feel about their digital experience with P&C insurers, please contact 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 View source version on Contacts Sign in to access your portfolio
Yahoo
27-05-2025
- Business
- Yahoo
1 in 5 Consumers Avoid Filing Claims Due to Frustrating Digital Processes, According to Insurity's Latest Survey
New research from Insurity reveals how poor digital experiences in claims are causing consumers to disengage, signaling a call to action for insurers in 2025 HARTFORD, Conn., May 27, 2025--(BUSINESS WIRE)--Insurity, a leading provider of cloud-based software for insurance carriers, 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. The survey found that 22% of consumers have avoided filing an insurance claim because the process was too frustrating or complicated, highlighting a critical gap in the claims experience that insurers must address to protect trust, loyalty, and long-term value. The survey also found that 64% of consumers would consider switching insurers for a more seamless digital experience, revealing how easily poor interactions, especially during the claims process, can drive customers to competitors. As insurers continue to advance their digital strategies in 2025 and beyond, prioritizing intuitive, user-centric digital experiences will strengthen retention and build long-term customer loyalty. As digital tools become the primary channel for customer engagement, the survey highlights that poor claims experiences are not just process inefficiencies but key drivers of lost trust and reduced customer loyalty. This insight comes when insurers are under increasing pressure to modernize core systems, enhance operational performance, and deliver greater value to policyholders. While many carriers have made significant progress in digital transformation, the findings make clear that technology investment must be paired with a strong emphasis on user experience. Those investments may fail to deliver meaningful returns without intuitive, efficient, and responsive interactions, especially during critical moments like claims. "As carriers evaluate their core systems and digital infrastructure this year, the priority must be reducing friction where it matters most," said Sylvester Mathis, Chief Insurance and Chief Revenue Officer at Insurity. "A clunky or disconnected claims process frustrates customers and risks sending them elsewhere. When someone avoids filing a claim, despite having coverage, it signals a fundamental breakdown in trust. If policyholders feel friction, uncertainty, or inflexibility, they're less likely to file a claim, and far more likely to leave." This survey was conducted online in April 2025, and more than 1,000 adult participants were randomly selected across the United States to ensure a representative sample. Respondents were asked a series of 19 questions, ranging from multiple-choice to scale-based, to gauge their opinions on their digital experience. Data analysis was performed to identify key patterns and insights. To learn more about Insurity's 2025 Digital Experience Index and how policyholders feel about their digital experience with P&C insurers, please contact 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 View source version on Contacts Sign in to access your portfolio
Business Wire
27-05-2025
- Business
- Business Wire
1 in 5 Consumers Avoid Filing Claims Due to Frustrating Digital Processes, According to Insurity's Latest Survey
HARTFORD, Conn.--(BUSINESS WIRE)-- Insurity, a leading provider of cloud-based software for insurance carriers, 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. The survey found that 22% of consumers have avoided filing an insurance claim because the process was too frustrating or complicated, highlighting a critical gap in the claims experience that insurers must address to protect trust, loyalty, and long-term value. The survey also found that 64% of consumers would consider switching insurers for a more seamless digital experience, revealing how easily poor interactions, especially during the claims process, can drive customers to competitors. As insurers continue to advance their digital strategies in 2025 and beyond, prioritizing intuitive, user-centric digital experiences will strengthen retention and build long-term customer loyalty. As digital tools become the primary channel for customer engagement, the survey highlights that poor claims experiences are not just process inefficiencies but key drivers of lost trust and reduced customer loyalty. This insight comes when insurers are under increasing pressure to modernize core systems, enhance operational performance, and deliver greater value to policyholders. While many carriers have made significant progress in digital transformation, the findings make clear that technology investment must be paired with a strong emphasis on user experience. Those investments may fail to deliver meaningful returns without intuitive, efficient, and responsive interactions, especially during critical moments like claims. 'As carriers evaluate their core systems and digital infrastructure this year, the priority must be reducing friction where it matters most,' said Sylvester Mathis, Chief Insurance and Chief Revenue Officer at Insurity. 'A clunky or disconnected claims process frustrates customers and risks sending them elsewhere. When someone avoids filing a claim, despite having coverage, it signals a fundamental breakdown in trust. If policyholders feel friction, uncertainty, or inflexibility, they're less likely to file a claim, and far more likely to leave.' This survey was conducted online in April 2025, and more than 1,000 adult participants were randomly selected across the United States to ensure a representative sample. Respondents were asked a series of 19 questions, ranging from multiple-choice to scale-based, to gauge their opinions on their digital experience. Data analysis was performed to identify key patterns and insights. To learn more about Insurity's 2025 Digital Experience Index and how policyholders feel about their digital experience with P&C insurers, please contact 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
