1 in 5 Consumers Avoid Filing Claims Due to Frustrating Digital Processes, According to Insurity's Latest Survey
HARTFORD, Conn.--(BUSINESS WIRE)-- Insurity, a leading provider of cloud-based software for insurance carriers, brokers, and MGAs, announced new findings from its 2025 Digital Experience Index, a national survey measuring consumer sentiment around digital interactions with P&C insurers. The survey found that 22% of consumers have avoided filing an insurance claim because the process was too frustrating or complicated, highlighting a critical gap in the claims experience that insurers must address to protect trust, loyalty, and long-term value.
The survey also found that 64% of consumers would consider switching insurers for a more seamless digital experience, revealing how easily poor interactions, especially during the claims process, can drive customers to competitors. As insurers continue to advance their digital strategies in 2025 and beyond, prioritizing intuitive, user-centric digital experiences will strengthen retention and build long-term customer loyalty.
As digital tools become the primary channel for customer engagement, the survey highlights that poor claims experiences are not just process inefficiencies but key drivers of lost trust and reduced customer loyalty. This insight comes when insurers are under increasing pressure to modernize core systems, enhance operational performance, and deliver greater value to policyholders. While many carriers have made significant progress in digital transformation, the findings make clear that technology investment must be paired with a strong emphasis on user experience. Those investments may fail to deliver meaningful returns without intuitive, efficient, and responsive interactions, especially during critical moments like claims.
'As carriers evaluate their core systems and digital infrastructure this year, the priority must be reducing friction where it matters most,' said Sylvester Mathis, Chief Insurance and Chief Revenue Officer at Insurity. 'A clunky or disconnected claims process frustrates customers and risks sending them elsewhere. When someone avoids filing a claim, despite having coverage, it signals a fundamental breakdown in trust. If policyholders feel friction, uncertainty, or inflexibility, they're less likely to file a claim, and far more likely to leave.'
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.
To learn more about Insurity's 2025 Digital Experience Index and how policyholders feel about their digital experience with P&C insurers, please contact Elizabeth.Hutchinson@insurity.com.
About Insurity
Insurity is a leading provider of cloud-based software for insurance carriers, brokers, and MGAs. Insurity is trusted by 22 of the top 25 P&C carriers and 7 of the top 10 MGAs in the US, and it has over 400 cloud-based deployments. Through its best-in-class digital platform, unrivaled industry experience, and the industry's most robust analytics offerings, Insurity is uniquely positioned to deliver exceptional value, empowering customers to focus on their core businesses, optimize their operations, and provide superior policyholder experiences. Insurity is a portfolio company of GI Partners and TA Associates. For more information, visit www.insurity.com.
Hashtags
Try Our AI Features
Explore what Daily8 AI can do for you:
Comments
No comments yet...
Related Articles
Forbes
6 hours ago
- Forbes
What Every Business Can Learn From American Airlines' New Customer Experience Board
In today's competitive market, loyalty comes from consistently delivering a positive, predictable ... More experience, especially in the airline industry. Great brands don't just react to customer expectations. They anticipate them. In today's competitive landscape, companies that win loyalty are the ones that consistently deliver a predictable positive experience. That's especially true in the airline industry, where every touchpoint, from booking a trip to baggage claim, can shape how passengers feel. That's why American Airlines' latest move to elevate the customer/passenger experience is such an important endeavor. American Airlines recently announced the formation of its Customer Experience Advisory Board, led by AA's chief customer officer, Heather Garboden. CX is now in the C-suite, with a new board that includes leaders from prominent brands such as Disney, Four Seasons, Marriott, Walmart and others. These are brands that have a reputation for knowing how to design and meet customer expectations. Bringing in CX perspectives from other brands outside the airline industry is a smart and progressive move by American. When companies look outside their industry to learn how to create the best customer experience, they are moving from a goal of being best-in-class to achieving world-class status. I've been a member of the AA frequent flier and loyalty programs since the 1980s and currently hold its highest-tier recognition for top customers. Having flown millions of miles to destinations throughout the world to speak at business conferences gives me firsthand experience of the good, the bad and the ugly of airline travel (all airlines). Many factors affect air travel, and some issues are outside the airline's control. But, that doesn't mean they can't take action to mitigate any damage to their relationship with a passenger. These efforts can allow the airline to shine. And then there are the on-ground and in-flight experiences. Everything from making a reservation, checking in for the flight, checking bags, boarding, being taken care of on the flight, retrieving luggage and any other 'touch point' is an opportunity to prove the passenger made the right choice. This is where an advisory board made up of experts outside the airline industry, such as the team American Airlines has assembled, can identify ways to enhance the traditional experience that the airline may not have considered. 'We want to do right by our customers and a critical piece of that requires gathering as much data and insights as possible—from those who fly with us, those who don't and those who have spent their lives honing their expertise in the field of customer experience,' said Garboden. 'We've already learned so much from our new board members and are eager to put some of their suggestions and best practices into place, understanding that the needs of our customers are at the center of everything we do as an airline.' Why This Matters (Even if You're Not in the Airline Industry) Customer service is not a department. CX is more than an initiative. It must be baked into the culture of a company, from the front line to the C-suite, and into the digital tools customers and employees use. What American Airlines is doing by forming this board is what every customer-centric organization should be doing: The airline industry is complex. Safety is the highest priority. On-time performance creates confidence, and a lack of it destroys confidence. The way employees treat passengers either bonds them to the airline or gives them a reason to try the competition on their next trip. It takes a combination of operational excellence and first-class service/experience to drive repeat business. What I Hope the Board Considers Based on my experiences working with hundreds of companies across different industries, I hope the CX advisory board focuses on at least three areas: Final Thoughts I've flown American Airlines for decades, and selfishly, I want the best experience possible. It's easy to create a great experience when things go well. But sometimes, the best experiences happen when things aren't going so well. In other words: The American Airlines Customer Experience Advisory Board will help identify areas for improvement. This is a bold step that will elevate their customer experience. From the moment a customer decides to take a trip on American Airlines until they pick up their luggage at the baggage carousel, the goal is to create an experience that gets customers to say, 'I'll be back!'
Business Wire
14 hours ago
- Business Wire
2025 Zhejiang (Egypt) International Engineering Exhibition Successfully Held
RIYADH, Saudi Arabia & CAIRO--(BUSINESS WIRE)--From June 17th to 19th, 2025, the Zhejiang (Egypt) International Engineering Exhibition was successfully held in Hall 3 of the Cairo International Exhibition Center. Hosted by the Department of Commerce of Zhejiang Province and organized by the Zhejiang International Contractors Association and Hangzhou Boheng Business Exhibition Co., Ltd., the exhibition was held alongside the prominent 2025 Egypt Big 5 Construction Show. Zhejiang showcased its unified provincial image through a dedicated area featuring 10 enterprises, 15 representatives, and an exhibition space of 108 square meters. Participating companies included Yoking Pump Co., Ltd., Zhitao Electric Group Co., Ltd., Zhejiang Qiankai Electric Equipment Co., Ltd., and Hangzhou Fulltime Robotics Co., Ltd. Over three days, Zhejiang enterprises interacted with more than 920 professional merchants from 12 countries and regions, resulting in intended transaction amounts of $5.7 million. Strategically located at the crossroads of Asia, Africa, and Europe, Egypt plays a key role in the Belt and Road Initiative. In May 2024, China and Egypt signed the Cooperation Plan on Jointly Promoting the Construction of the Belt and Road Initiative, which defined key cooperation areas. This strengthened framework will deepen collaboration and fuel development. To diversify its economy, Egypt has initiated projects like 'Egypt Vision 2030,' the New Administrative Capital, and the Suez Canal Corridor—sectors with strong demand for construction and renewable energy. These developments open new avenues for Zhejiang enterprises to participate in Egypt's infrastructure upgrades. Zhejiang Province has been advancing its 'Sweet Potato Economy' strategy to upgrade the 'No. 1 Opening-Up Project.' In 2024, newly signed foreign contracting projects totaled $5.486 billion (up 11.57%), with a completed turnover of $7.995 billion (up 15.27%), ranking fourth nationwide in business scale. This Egyptian exhibition marked Zhejiang's first self-organized overseas event in 2025. Themed 'Shaping a Smart, Green Future with Zhejiang,' it underscored the province's capabilities in green technology and smart construction. Zhejiang will continue to leverage overseas exhibitions to help more enterprises expand globally, foster cooperation and technology exchange, and offer sustainable solutions to global engineering challenges.
Business Wire
17 hours ago
- Business Wire
U-Haul Offers Disaster Relief After Derecho Hits North Dakota, Minnesota
FARGO, N.D.--(BUSINESS WIRE)--U-Haul ® is extending 30 days of free self-storage and U-Box ® container usage at seven centers across eastern North Dakota and northern Minnesota to residents affected by tornadoes that left a wide path of destruction Friday night and into the early hours of Saturday. U-Haul is extending 30 days of free self-storage and U-Box container usage at seven centers in North Dakota and Minnesota to residents impacted by the derecho. Share A derecho with winds exceeding 100 mph moved across numerous counties in both states, damaging properties and leaving thousands without power. There were multiple tornado sightings throughout the fast-moving storm system. Enderlin, N.D., located southwest of Fargo, and Bemidji, Minn., were among the communities hardest hit. Access to dry and secure self-storage and portable storage containers can be vital to communities during the clean-up and recovery process after natural disasters. The 30 days free offer applies to new self-storage and U-Box rentals and is based on availability. The U-Box offer is for on-site storage at Company centers, and for customers who tow their portable storage container. U-Box delivery and pick-up is also available for a modest cost. People seeking more information on the disaster relief program or needing to arrange storage services can contact the nearest participating U-Haul facility: NORTH DAKOTA U-Haul Moving & Storage of 13th Ave. 4901 13th Ave S. Fargo, ND 58103 (701) 205-3260 U-Haul Moving & Storage of Fargo 1436 Main Ave. Fargo, ND 58103 (701) 293-5256 U-Haul Moving & Storage of Osgood 5200 Veterans Blvd. Fargo, ND 58104 (701) 492-8900 U-Haul Storage of Fargo 610 42nd St. N. Fargo, ND 58102 (701) 639-7714 MINNESOTA U-Haul Moving & Storage of Moorhead 50 County Road 9 Dilworth, MN 56529 (218) 303-1480 U-Haul Storage of Nisswa 4745 County Road 77 Nisswa, MN 56468 (218) 963-5106 U-Haul Storage North Baxter 15237 Edgewood Dr. Brainerd, MN 56401 (218) 297-3018 In addition to its 30 days free self-storage disaster relief program, U-Haul is proud to be at the forefront of aiding communities in times of need as an official American Red Cross Disaster Responder. About U-HAUL Celebrating our 80th anniversary in 2025, U-Haul is the No. 1 choice of do-it-yourself movers with more than 24,000 rental locations across all 50 states and 10 Canadian provinces. The U-Haul app makes it easy for customers to use U-Haul Truck Share 24/7 to access trucks anytime through the self-dispatch and -return options on their smartphones with our patented Live Verify technology. Our customers' patronage has enabled the U-Haul fleet to grow to 193,900 trucks, 138,200 trailers and 40,300 towing devices. U-Haul is the third largest self-storage operator in North America and offers 1,060,000 rentable storage units and 92.0 million square feet of self-storage space at owned and managed facilities. U-Haul is the top retailer of propane in the U.S. and the largest installer of permanent trailer hitches in the automotive aftermarket industry. Get the U-Haul app from the App Store or Google Play.
