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Analysis

Survey finds number of insureds happy to buy policies online drops

Despite insureds' purchasing preferences, chatbots are unpopular in all parts of the insurance buying process.

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/Shutterstock.com)

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.

Most people (72%) buy their insurance directly from a provider, and 67% feel insurance providers’ websites are the easiest and quickest method of purchasing policies – a major jump from Duck Creek’s 2022 survey, in which only 40% said the same. Ease and speed of purchase aside, those who said they had purchased insurance through an app were the most confident in the security of their chosen method.

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Brittney Meredith-Miller

Brittney Meredith-Miller

Brittney Meredith-Miller is assistant editor of PropertyCasualty360.com. She can be reached at [email protected]

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