GITNUXREPORT 2025

Customer Experience In The Insurance Industry Statistics

Insurers prioritize digital, personalization, transparency, and faster claims for CX.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

86% of consumers are willing to pay more for a better customer experience in the insurance industry

Statistic 2

79% of insurance consumers prefer digital self-service options over traditional channels

Statistic 3

65% of insurance customers think it's important to have personalized communication

Statistic 4

53% of insurance customers expect their provider to use their data to personalize offers and communications

Statistic 5

67% of insurance consumers prefer to manage their policy and claims online

Statistic 6

72% of insurance policyholders prefer digital communication methods over traditional channels

Statistic 7

84% of insurance consumers want real-time updates about their claims status

Statistic 8

46% of insurance policyholders use mobile apps for submitting claims

Statistic 9

54% of customers prefer live chat over email for customer support

Statistic 10

61% of insurance consumers believe AI can significantly improve their service experience

Statistic 11

48% of insurance customers want fair and transparent pricing

Statistic 12

84% of insurance customers would be willing to share data if it guarantees improved personalized service

Statistic 13

55% of insurance consumers view mobile apps as essential for managing their policies

Statistic 14

44% of insurance policyholders use wearable technology to monitor health, which impacts personalized offerings

Statistic 15

77% of consumers expect flexible payment options from their insurance providers

Statistic 16

51% of insurance customers want access to virtual assistants for policy management

Statistic 17

72% of insurance consumers prefer digital channels for claim filing

Statistic 18

86% of insurance customers expect transparent communication during the claims process

Statistic 19

70% of policyholders value clarity and simplicity when understanding policy terms

Statistic 20

63% of insurance customers want their insurer to proactively notify them about policy renewals

Statistic 21

70% of insurance customers say they have higher expectations for customer service compared to other industries

Statistic 22

54% of insurance consumers have switched providers due to poor customer service experiences

Statistic 23

45% of insurance customers find interacting with insurance companies frustrating

Statistic 24

74% of insurance customers are more likely to buy from a provider that offers easy claims processing

Statistic 25

80% of customers say their overall perception of an insurance brand improves when they have a positive service interaction

Statistic 26

90% of insurance organizations believe improving customer experience is a strategic priority

Statistic 27

37% of insurance customers report that instant responses significantly improve their satisfaction

Statistic 28

57% of insurance consumers are more loyal to brands that offer seamless digital experiences

Statistic 29

55% of insurance customers feel their insurer lacks transparency, leading to dissatisfaction

Statistic 30

69% of insurance customers cite faster claims processing as a priority for improved experience

Statistic 31

78% of policyholders report that easy access to policy documents improves their overall satisfaction

Statistic 32

47% of insurance consumers prioritize quick resolution of issues when choosing an insurer

Statistic 33

58% of insurance customers are willing to switch providers due to poor online experience

Statistic 34

60% of insurance providers see customer experience as a key differentiator in competitive markets

Statistic 35

71% of consumers believe their insurer can do more to personalize their experience

Statistic 36

65% of insurance customers find digital interfaces intuitive and easy to use

Statistic 37

52% of insurance customers report frustration when claim processes are lengthy or complicated

Statistic 38

75% of insurance consumers expect faster resolutions on their claims

Statistic 39

80% of insurance consumers are more loyal to companies with excellent digital CX

Statistic 40

63% of insurance customers say they would switch to a competitor if their insurer does not meet their digital expectations

Statistic 41

79% of policyholders feel more confident in their insurer when they receive proactive communication

Statistic 42

72% of insurance consumers cite clear communication as crucial to their satisfaction

Statistic 43

58% of insurance customers report that they are more likely to recommend their insurer after positive digital service experiences

Statistic 44

46% of insurance customers say that their experience is influenced by how easy it is to access support outside normal business hours

Statistic 45

77% of insurance companies are implementing or planning to implement customer feedback systems

Statistic 46

46% of consumers say they would switch insurers if their current provider does not offer digital payments

Statistic 47

47% of insurance policyholders express dissatisfaction with the complexity of claims procedures

Statistic 48

62% of insurance companies report a positive ROI from investments in digital customer experience initiatives

Statistic 49

39% of insurance companies have implemented new digital tools to enhance customer experience in 2023

Statistic 50

66% of insurers prioritize AI-powered chatbots to improve customer service interactions

Statistic 51

71% of insurance organizations believe improving digital CX leads to increased revenue

Statistic 52

59% of insurance companies see customer experience as a core part of digital transformation efforts

Statistic 53

60% of insurance companies plan to invest in artificial intelligence to improve customer experience

Statistic 54

48% of insurance companies use chatbots to improve customer engagement

Statistic 55

69% of insurers have increased investment in customer data analytics to improve CX

Statistic 56

43% of insurance companies report measuring customer experience success through Net Promoter Score (NPS)

Statistic 57

50% of insurance firms plan to implement or expand digital onboarding processes in 2024

Statistic 58

63% of insurance companies are investing in omnichannel strategies to unify customer communication

Statistic 59

39% of insurance providers utilize machine learning to enhance customer insights

Statistic 60

65% of insurance organizations have increased investment in customer experience analytics in 2023

Statistic 61

66% of insurance companies plan to enhance their mobile app features to better serve customers

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Key Highlights

86% of consumers are willing to pay more for a better customer experience in the insurance industry
70% of insurance customers say they have higher expectations for customer service compared to other industries
79% of insurance consumers prefer digital self-service options over traditional channels
65% of insurance customers think it's important to have personalized communication
54% of insurance consumers have switched providers due to poor customer service experiences
45% of insurance customers find interacting with insurance companies frustrating
74% of insurance customers are more likely to buy from a provider that offers easy claims processing
80% of customers say their overall perception of an insurance brand improves when they have a positive service interaction
60% of insurance companies plan to invest in artificial intelligence to improve customer experience
90% of insurance organizations believe improving customer experience is a strategic priority
53% of insurance customers expect their provider to use their data to personalize offers and communications
67% of insurance consumers prefer to manage their policy and claims online
48% of insurance companies use chatbots to improve customer engagement

Did you know that a staggering 86% of insurance customers are willing to pay more for a superior customer experience, yet 45% still find interacting with their insurers frustrating—highlighting a huge opportunity for the industry to prioritize digital innovation and personalized service?

Consumer Willingness and Preferences

86% of consumers are willing to pay more for a better customer experience in the insurance industry
79% of insurance consumers prefer digital self-service options over traditional channels
65% of insurance customers think it's important to have personalized communication
53% of insurance customers expect their provider to use their data to personalize offers and communications
67% of insurance consumers prefer to manage their policy and claims online
72% of insurance policyholders prefer digital communication methods over traditional channels
84% of insurance consumers want real-time updates about their claims status
46% of insurance policyholders use mobile apps for submitting claims
54% of customers prefer live chat over email for customer support
61% of insurance consumers believe AI can significantly improve their service experience
48% of insurance customers want fair and transparent pricing
84% of insurance customers would be willing to share data if it guarantees improved personalized service
55% of insurance consumers view mobile apps as essential for managing their policies
44% of insurance policyholders use wearable technology to monitor health, which impacts personalized offerings
77% of consumers expect flexible payment options from their insurance providers
51% of insurance customers want access to virtual assistants for policy management
72% of insurance consumers prefer digital channels for claim filing
86% of insurance customers expect transparent communication during the claims process
70% of policyholders value clarity and simplicity when understanding policy terms
63% of insurance customers want their insurer to proactively notify them about policy renewals

Consumer Willingness and Preferences Interpretation

With 86% of consumers ready to pay a premium for superior experience and nearly as many demanding transparency, real-time updates, and digital convenience, the insurance industry faces a clear mandate: embrace personalized, data-driven, and mobile-first strategies—or risk being left behind in the digital dust.

Customer Satisfaction and Switching Behavior

70% of insurance customers say they have higher expectations for customer service compared to other industries
54% of insurance consumers have switched providers due to poor customer service experiences
45% of insurance customers find interacting with insurance companies frustrating
74% of insurance customers are more likely to buy from a provider that offers easy claims processing
80% of customers say their overall perception of an insurance brand improves when they have a positive service interaction
90% of insurance organizations believe improving customer experience is a strategic priority
37% of insurance customers report that instant responses significantly improve their satisfaction
57% of insurance consumers are more loyal to brands that offer seamless digital experiences
55% of insurance customers feel their insurer lacks transparency, leading to dissatisfaction
69% of insurance customers cite faster claims processing as a priority for improved experience
78% of policyholders report that easy access to policy documents improves their overall satisfaction
47% of insurance consumers prioritize quick resolution of issues when choosing an insurer
58% of insurance customers are willing to switch providers due to poor online experience
60% of insurance providers see customer experience as a key differentiator in competitive markets
71% of consumers believe their insurer can do more to personalize their experience
65% of insurance customers find digital interfaces intuitive and easy to use
52% of insurance customers report frustration when claim processes are lengthy or complicated
75% of insurance consumers expect faster resolutions on their claims
80% of insurance consumers are more loyal to companies with excellent digital CX
63% of insurance customers say they would switch to a competitor if their insurer does not meet their digital expectations
79% of policyholders feel more confident in their insurer when they receive proactive communication
72% of insurance consumers cite clear communication as crucial to their satisfaction
58% of insurance customers report that they are more likely to recommend their insurer after positive digital service experiences
46% of insurance customers say that their experience is influenced by how easy it is to access support outside normal business hours
77% of insurance companies are implementing or planning to implement customer feedback systems
46% of consumers say they would switch insurers if their current provider does not offer digital payments
47% of insurance policyholders express dissatisfaction with the complexity of claims procedures

Customer Satisfaction and Switching Behavior Interpretation

With 70% of insurance customers raising the bar for service expectations and nearly half switching providers over poor experiences, it's clear that in the digital age, insurers who prioritize transparent, seamless, and rapid customer interactions aren't just gaining loyalty—they're securing their survival in a competitive market.

Digital Transformation in Insurance

62% of insurance companies report a positive ROI from investments in digital customer experience initiatives
39% of insurance companies have implemented new digital tools to enhance customer experience in 2023
66% of insurers prioritize AI-powered chatbots to improve customer service interactions
71% of insurance organizations believe improving digital CX leads to increased revenue
59% of insurance companies see customer experience as a core part of digital transformation efforts

Digital Transformation in Insurance Interpretation

With nearly two-thirds of insurers reaping ROI from digital investments and a majority embracing AI chatbots, it's clear that enhancing customer experience isn't just a trend—it's the insurance industry's digital insurance policy for growth.

Industry Adoption and Trends

60% of insurance companies plan to invest in artificial intelligence to improve customer experience
48% of insurance companies use chatbots to improve customer engagement
69% of insurers have increased investment in customer data analytics to improve CX
43% of insurance companies report measuring customer experience success through Net Promoter Score (NPS)
50% of insurance firms plan to implement or expand digital onboarding processes in 2024
63% of insurance companies are investing in omnichannel strategies to unify customer communication
39% of insurance providers utilize machine learning to enhance customer insights
65% of insurance organizations have increased investment in customer experience analytics in 2023

Industry Adoption and Trends Interpretation

As insurers double down on AI, chatbots, and omnichannel strategies—investments that reveal customer experience is now as much about data as it is about policy—it's clear that in the race to satisfy policyholders, innovation is less optional than ever.

Insurance Company Initiatives

66% of insurance companies plan to enhance their mobile app features to better serve customers

Insurance Company Initiatives Interpretation

With two-thirds of insurers gearing up to upgrade their mobile apps, it’s clear the industry recognizes that modern customers expect more than just policies—they demand seamless digital experiences that put convenience at their fingertips.