Digitalization in the worldwide insurance market

Trends in consumer behavior for insurers concerning marketing, sales, service and product

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Digitalization is currently a major challenge for the insurance industry in many countries. The strategic questions are the same in many cultures and countries.

The investments for design and development of new digital services and processes are very high and bring up the need for synergies through international developments.

The study sheds light on international common customer expectations and needs in the private insurance sector and lays the ground work to define international market strategies.

The study evaluates the insurance customer needs in four areas:

  • Predictive services and offers: When, how and where to offer the right protection to prospects and existing customers?
  • Need evaluation, configuration and consultation: What will be an accepted and effective way for a digital sales process?
  • Adaptive insurances following the life of customers: What full- or semi-automatic adaptions in risk protections are preferred and what devices / channels will be accepted?
  • Full- or self-service claim management: How will customers want to experience claim management in the future? What full- or self-service or mix of both will be accepted and offer an additional value for customers?

The study answers the following questions:

  • How to serve a digital native with insurances?
  • How do get the attention of prospects in the digital world?
  • What brand and product features drives a digital contact into a lasting relationship?
  • Which services fit digital life best and motivate recommendation?
  • When and how to contact your customer to offer the right risk protection in a continuously changing life?

Study design

Method: Online-Interviews (20 minutes)

Field time: July-December 2015

Sample: Nationally representative for age band from 20 to 40 year-olds

Sample size: n=1.000 or n=500 per country

4 Regions and 27 Countries

Europe: Austria, Belgium, France, Germany, Greece, Italy, Netherlands, Norway, Poland, Spain, Turkey, Russia, Lithuania, United Kingdom, Switzerland

APAC: Australia, China, Hong Kong, India, Indonesia, Malaysia, Singapore, Thailand

MENA: Saudi Arabia, United Arab Emirates

America: USA, Canada

Further Countries can be added on demand: Czech, Denmark, Sweden, Brazil, Chile, South Africa … please ask for more

Reporting: PowerPoint report of 75 pages and excel tables for each country


Full subscription or selected country subscription for syndicated study possible. For prices please see online brochure for study. You find the Link on the top of this page.

Erste Ergebnisse der aktuellen Studie finden Sie in unseren Pressemitteilungen:


Erhöhte Medienkompetenz treibt Digitalisierung in der Versicherung voran (Schweiz)


Erhöhte Medienkompetenz treibt Digitalisierung in der Versicherung voran (Österreich)


Technik unter Weihnachtsbaum treibt Digitalisierung in der Versicherung voran