Frustrating Digital Claims Processes Keep 20% of Consumers from Filing

A recent survey by Insurity reveals that approximately one in five policyholders avoid filing insurance claims due to frustrating digital processes. Additionally, 64% of respondents expressed willingness to switch insurers to obtain improved digital interactions. These findings highlight growing consumer demand for enhanced digital experiences combined with accessible human interaction, suggesting insurers should prioritize a hybrid service approach.

The study further detailed consumer preferences, indicating that 48% favor a digital-first model, provided they can easily reach human representatives if needed. Traditional communication methods also remain popular, with 47% preferring phone calls and 44% choosing email during the claims process. Clearly, while consumers appreciate the convenience and immediacy digital processes offer, they equally value the option for personal interaction when navigating more complex or sensitive claim scenarios.

Respondents identified streamlined billing and payments, immediate policy document access, and straightforward claim filing and tracking as essential digital offerings. Conversely, 24/7 customer support and real-time claim updates were rated as less useful. The survey also suggests that insurers can significantly enhance policyholder satisfaction by investing in user-friendly self-service tools, simpler claim submission processes, and improved mobile application interfaces.

Given the survey results, insurers should acknowledge that enhancing digital usability is now a necessity rather than an option. To remain competitive, insurers must strategically blend technological improvements with accessible human support, providing a seamless and intuitive user experience across all touchpoints of the insurance journey.