Why Baby Boomers Resist a Fully Digital Insurance Process: Insights Revealed

Digital insurance process on tablet for Baby Boomers in modern office.

Digital Insurance: Are Consumers Ready for a Fully Online Experience?

As the insurance sector rapidly embraces digital transformation, a recent survey by Insurity reveals that consumer sentiments, particularly among Baby Boomers and Gen X, suggest resistance to an entirely digital insurance process. The 2025 Digital Experience Index indicates that a significant 59% of Baby Boomers expressed a preference for human interaction over a fully automated system.

This inclination is echoed by 39% of Gen X consumers, showcasing a broader trend of hesitance towards complete self-service. Notably, only 7% of Baby Boomers and 14% of Gen X respondents identified a fully digital experience as ideal.

The Frustrations of Digital Claims Processing

Further insights from the survey underline a concerning fact; roughly 28% of Baby Boomers refrain from filing claims due to the perceived complexities of the digital claiming process. This sentiment is not isolated; 26% of Gen Z and 21% of Millennials have similarly avoided claims, highlighting a broader hesitation across generational lines.

Consequences of Digital Frustration

Sylvester Mathis, Insurity's chief revenue and insurance officer, articulates the implications of these findings: "These are not minor usability complaints but are blockers to basic insurance functions." This is a pressing issue as 28% of Gen X and 21% of Millennials have switched insurers due to digital frustrations, driving home the necessity for a hybrid model in insurance services. Combining digital capabilities with personal support could restore confidence and improve customer experience.

As insurance companies look to the future, the challenge lies in balancing technological advancements with the human touch that many consumers still value. Ensuring policyholders feel supported in their insurance journeys may prove essential in maintaining brand loyalty in an increasingly digital marketplace.

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Why Baby Boomers Resist a Fully Digital Insurance Process: Insights Revealed

Digital Insurance: Are Consumers Ready for a Fully Online Experience?

The Frustrations of Digital Claims Processing

Consequences of Digital Frustration

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