A recent national survey by Insurity, a leading provider of cloud-based software for insurance carriers and intermediaries, reveals that despite increasing digital transformation investments in the insurance industry, many older policyholders continue to favor traditional human interaction over fully digital processes.
New findings from Insurity’s 2025 Digital Experience Index, which measures consumer sentiment around digital interactions with Property & Casualty (P&C) insurers, indicate a notable preference for personal contact among older demographics. The survey found that 59% of Baby Boomers and 39% of Gen X policyholders prefer speaking to a person rather than engaging with a fully digital insurance process. In contrast, only 7% of Baby Boomers and 14% of Gen X view a completely self-service experience as ideal.
Further analysis showed that 28% of Baby Boomers, the highest percentage among all age groups surveyed, reported avoiding filing an insurance claim due to a frustrating or complicated digital process. Sylvester Mathis, Chief Revenue and Insurance Officer at Insurity, commented on these findings, stating, “These are not minor usability complaints but are blockers to basic insurance functions. When nearly a third of Boomers are skipping claims altogether, it’s a sign that digital strategy cannot come at the expense of accessibility.”
The data suggests that while insurers are rapidly modernizing their operations, a purely digital approach may inadvertently alienate a significant segment of the market. For carriers and intermediaries serving diverse demographics, the report implies that offering a hybrid model—combining digital convenience with responsive human support—could be an effective strategy to maintain trust and ensure policyholders receive necessary assistance.
