Digital-Only Insurance Frustrates Older Policyholders as Many Still Prefer Human Interaction

As insurers continue their rapid shift toward digital platforms, new survey data from Insurity’s 2025 Digital Experience Index highlights a significant challenge: many older policyholders are being left behind. The findings reveal that 59% of Baby Boomers and 39% of Gen X respondents still favor speaking with a human over navigating fully digital insurance experiences. Only a small minority of these groups—7% of Boomers and 14% of Gen X—see self-service platforms as ideal.

More concerning for insurers is that nearly 28% of Boomers admitted to avoiding filing a claim due to frustration with digital systems. This age group leads all others in digital-related claims avoidance, underscoring how automation can act as a barrier to essential insurance functions. According to Insurity, these usability concerns are not just minor inconveniences—they represent missed opportunities and weakened policyholder engagement.

The report, based on feedback from Canadian property and casualty insurance consumers, emphasizes the importance of hybrid service models that pair digital efficiency with human support. Insurers, brokers, and managing general agents must evaluate how they can offer inclusive experiences that work for all generations—particularly during critical moments like the claims process.

As the insurance industry embraces digital innovation, the challenge lies in balancing technological advancement with customer accessibility. Service strategies that exclude older users may ultimately erode trust, delay claims, and hinder retention in a significant segment of the insured population.