An agent sits at a desk across from two customers, explaining something. The survey saw an increase in the number of insureds who claimed they hadn't heard from their insurer at all over the course of a year; up from 34% in 2022 to 45% in 2023. (Credit: fizkes/

Interest in using apps to purchase or switch insurance has increased, but once a policy is in place, 44% of customers still prefer human interaction, according to the recent Consumer Insights Survey from Duck Creek Technologies. Regardless of the method they use to purchase their policy, 93% of insureds said they are confident they have the proper coverage for their needs.

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Brittney Meredith-Miller

Brittney Meredith-Miller is assistant editor of She can be reached at [email protected].