Insurity Survey Reveals Friction in Digital Insurance Claims Process
As digital engagement becomes central to the insurance customer experience, Insurity’s 2025 Digital Experience Index uncovers major challenges facing P&C insurers. Conducted in April 2025, the national survey reveals growing consumer dissatisfaction with digital claims processes, pointing to an urgent need for insurers to modernize interactions to build trust and ensure long-term loyalty.
Findings from the 2025 Digital Experience Index
- Claims Friction Driving Consumer Avoidance:
22% of respondents admitted to avoiding filing an insurance claim due to a frustrating or overly complex process. - Customer Loyalty at Risk:
64% of consumers are open to switching insurers for a better digital experience, underscoring the importance of intuitive interfaces and streamlined workflows.
Why Digital Claims Experience Matters More Than Ever
- From Process to Perception:
Inefficiencies in claims aren’t just technical issues—they directly impact consumer trust and perceived value. - Digital Engagement as a Differentiator:
With most customer interactions now occurring through digital platforms, poor user experiences can result in immediate churn. - Need for User-Centric Technology:
Successful transformation requires more than backend modernization—it demands a relentless focus on usability and simplicity.
Industry Expert Perspective: Building Trust Through Seamless Digital Journeys
- Reducing Friction is the Priority:
Sylvester Mathis, Chief Insurance and Revenue Officer at Insurity, emphasized that customer frustration during claims can lead to a breakdown in trust and policyholder attrition. - Claims Avoidance Signals Deeper Issues:
If insured individuals feel uncertain or burdened by the claims process, they may not even engage—highlighting critical areas for digital re-engineering.
Survey Methodology and Scope
- Conducted Online in April 2025:
Over 1,000 randomly selected adult participants across the U.S. provided a representative view of the insurance customer landscape. - Comprehensive Questionnaire:
Participants answered 19 questions covering digital claims, experience satisfaction, and insurer interactions. - Data-Driven Insights:
Analysis focused on behavioral patterns and sentiment drivers tied to digital engagement and loyalty.
Insurity’s 2025 Digital Experience Index reveals an urgent mandate for insurers to modernize and humanize the digital claims process. As digital channels become primary touchpoints, insurers that fail to prioritize user experience risk losing customers. By investing in intuitive design and reducing friction where it matters most, carriers can protect trust, enhance satisfaction, and drive long-term growth.
