New data shows a gap between the digital services consumers value most and the features insurers are delivering, risking trust and long-term retention
Insurity, a leading provider of cloud-based software for insurance carriers, brokers, and MGAs, released new insights from its 2025 Digital Experience Index, which evaluates consumer satisfaction with digital interactions across the P&C insurance experience. The survey found that policyholders place increased value on three core digital services: streamlined billing and payments, immediate access to policy documents, and the ability to file and track claims online. For insurers aiming to boost retention and satisfaction, optimizing these essential touchpoints for simplicity, speed, and reliability should be a strategic priority.
While policyholders value digital convenience, the survey also identified several areas where insurers are falling short. Features such as 24/7 customer support and real-time claim status updates were among the lowest rated in terms of usefulness, suggesting that these critical service capabilities are not meeting expectations. When asked what would improve their experience, consumers cited more self-service tools, streamlined claims-filing processes, and better mobile app design, indicating an apparent demand for more intuitive, responsive digital touchpoints.
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For insurers, these findings reinforce the need to align digital strategy with evolving customer expectations. Enhancing usability is no longer optional, particularly in high-impact areas like claims. In fact, the Digital Experience Index found that one in five consumers have avoided filing a claim due to frustrating processes, highlighting how poor digital experiences can directly undermine customer trust and long-term retention. Insurers must invest in solutions that remove complexity and deliver consistent, seamless interactions across the policyholder journey to stay competitive.
“Digital ease and speed are now essential for the insurance experience,” said Sylvester Mathis, Chief Insurance and Chief Revenue Officer at Insurity. “The data underscores a crucial insight: policyholders increasingly demand seamless and empowering digital interactions that remove barriers and provide immediate solutions. Insurers that fail to prioritize user-centric platforms, especially during pivotal moments like filing a claim, risk losing individual transactions and eroding long-term trust and customer loyalty.”
This survey was conducted online in April 2025, and more than 1,000 adult participants were randomly selected across the United States to ensure a representative sample. Respondents were asked a series of 19 questions, ranging from multiple-choice to scale-based, to gauge their opinions on their digital experience. Data analysis was performed to identify key patterns and insights.
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