1 in 4 Gen Z Policyholders Have Switched Insurers Due to Poor Digital Experiences, Insurity Survey Finds

Understanding the Latest Findings on Digital Experiences in Insurance

Insurity, a well-known provider of cloud-based software for insurance carriers, brokers, and managing general agents (MGAs), has released findings from its 2025 Digital Experience Index. This national survey explores consumer sentiments about their digital interactions with property and casualty (P&C) insurers.

The Key Takeaways

The survey highlights that a significant number of younger consumers are willing to switch their insurance providers based on their experiences online. Specifically, the data reveals that:

• 28% of Gen Z policyholders reported switching insurers due to frustrating digital experiences.
• 21% of Millennials have done the same for similar reasons.

This trend underscores the importance of digital performance as a key factor in maintaining brand loyalty among younger policyholders.

Who Is Affected?

These findings are particularly relevant for insurers looking to attract and retain younger clients. Given that Gen Z and Millennials are becoming a more significant portion of the insurance market, providing a seamless digital experience may be crucial for building long-term relationships with these customers.

What This Means for Insurers

Insurance companies need to pay close attention to their digital platforms. The fact that a sizable portion of younger customers have switched providers due to poor online experiences suggests that improving these channels can lead to better customer retention. Insurers should consider investing in technology and digital strategies to enhance user experience and address potential pain points.

In conclusion, the survey highlights a growing trend that cannot be ignored by the insurance industry as it moves forward in the digital age.

Original Source: https://financialit.net/news/insurtech/1-4-gen-z-policyholders-have-switched-insurers-due-poor-digital-experiences-insurity