Insurance CX 2026: Transparency, Digital Forms, and Communication Clarity Crucial

The insurance sector faces a complex market, including economic pressures and increasing natural disasters, alongside shifting customer demographics and behaviours. Despite ongoing digital transformation efforts, many insurers are not yet meeting contemporary consumer expectations for seamless, personalised digital experiences.

This global benchmark report, based on a survey of thousands of consumers, identifies critical areas where insurers are succeeding and where improvements are urgently needed. It provides insights into customer perceptions of AI, data collection processes, and communication effectiveness, highlighting priorities for enhancing customer experience while aligning with organisational objectives.

Key findings address the necessity of transparency in AI use, the imperative to modernise outdated data collection methods, and the significant decline in consumer satisfaction with insurance communications. The report underscores that addressing these areas is vital for building trust, improving loyalty, and driving advocacy in a competitive landscape.