Elevating Insurance CX: Benchmarking Customer Experience in 2026
This global benchmark report offers a deep dive into customer experience in the insurance sector, surveying thousands of consumers worldwide to identify critical areas for improvement in 2026.
The insurance industry faces a complex landscape of economic pressures, escalating natural disasters, and evolving customer demographics. While digital transformation efforts are underway, many insurers struggle to meet contemporary consumer expectations for connected, convenient, and personalised digital journeys.
This 2026 benchmark report provides essential insights, identifying where insurers are succeeding, falling short, and what priorities will improve customer experience (CX) while aligning with organisational objectives. The findings, derived from a global survey, highlight key trends and actionable recommendations for insurers navigating today's market.
What you'll learn
- Consumer confidence in AI for insurance has flattened; transparency and relevance are crucial for adoption.
- Outdated data collection processes drive customers away, with a strong demand for secure, easy digital forms.
- Customer communications from insurers are rated lower than in 2025, a significant 'red flag' requiring immediate attention.
- Trust in insurers for communications is declining, especially among younger generations.
- Meeting channel preferences and providing clear, accessible communications are vital to prevent customer churn.
2026 Benchmark Report: Customer Experience in Insurance
This report surveys thousands of global consumers, revealing key insights into AI use, data collection, and communication preferences shaping the insurance customer experience in 2026.
- Pages:
- 44
- Time:
- 66 min read
- Category:
- AI
Download the 2026 Benchmark Report Today
Receive immediate access to the full report, providing actionable data and strategic insights to transform your insurance customer experience.