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.

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.

Want to continue reading?
Become a Free
PropertyCasualty360 Digital Reader.


  • All news coverage, best practices, and in-depth analysis.
  • Educational webcasts, resources from industry leaders, and informative newsletters.
  • Other award-winning websites including and

Already have an account?

Brittney Meredith-Miller

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

More from this author



Join PropertyCasualty360

Don’t miss crucial news and insights you need to make informed decisions for your P&C insurance business. Join now!

  • Unlimited access to - your roadmap to thriving in a disrupted environment
  • Access to other award-winning ALM websites including, and
  • Exclusive discounts on PropertyCasualty360, National Underwriter, Claims and ALM events

Already have an account? Sign In Now
Join PropertyCasualty360

Copyright © 2023 ALM Global, LLC. All Rights Reserved.