Insurance CX 2026: Balancing AI Innovation with Customer Trust
A new global benchmark report reveals that while insurers pursue digital transformation, they are not yet meeting evolving consumer expectations for connected, convenient, and personalised digital journeys. Customer confidence in AI has plateaued, communications are declining, and data intake processes drive customers away.
The insurance industry faces a complex landscape of economic pressures, increasing natural disasters, and shifting customer demographics. While digital transformation efforts are underway, insurers are struggling to meet modern consumer expectations for connected, convenient, and personalised digital experiences.
Smart Communications' 2026 Benchmark Report, based on a global survey of thousands of consumers, provides critical insights into areas where insurers are succeeding, falling short, and what priorities will improve customer experience (CX) while meeting organisational needs. The findings highlight a significant decline in positive sentiment towards insurer communications and persistent concerns around AI optimisation, data collection processes, and overall customer friction. Trust, particularly in the ethical and secure handling of data and AI, remains a foundational element for fostering loyalty.
This comprehensive report expands its survey scope, offering an updated view on consumer behaviours and expectations in a rapidly evolving market. It underscores the imperative for insurers to be intentional in their use of technology, focusing on applications that genuinely enhance the customer journey rather than merely driving operational efficiency.
What you'll learn
- Consumer confidence in AI for insurance interactions has flattened, with 85% demanding transparency.
- 50% of consumers rate insurer communications as very good or excellent, a 10-point drop from 2025.
- 73% of consumers find digital data collection important; 61% will abandon processes too difficult.
- 86% of customers cite communications as important to their overall experience, increasing year-on-year.
- More than one in three consumers (36%) struggle to quickly get what they need from insurers.
Customer Experience in Insurance: Transforming Insurance CX from the Customer’s Point of View 2026 Benchmark Report Global
Explore key findings from a global survey revealing evolving consumer expectations and challenges in insurance CX. Learn how to address AI trust, communication gaps, and data collection friction.
- Pages:
- 44
- Time:
- 66 min read
- Category:
- AI