One in four UK insurance customers will only use digital services

More than a quarter – 26.9 per cent – of UK insurance customers say they will only use digital services in future, according to new research from SAS.

The study also found that 15 per cent of customers, around 8 million people, started using a digital service or mobile app for the first time due to the pandemic.

Consumers completed an online questionnaire during 2021 across a number of markets, there were 1,000 UK respondents.

The report revealed that one in five – 21.1 per cent – anticipate using digital services in addition to in-person interactions.

“The insights that can be gained from data produced by more digital interactions are key to insurers delivering more personalised and seamless customer experiences,” said Paul Ridge, head of insurance, SAS UK & Ireland. “But in order to extract these insights from data they need to leverage advanced analytics and AI so intelligent decisions are made, particularly at a time of need.

“Failure to deliver timely and meaningful interactions could be very costly, as customers are expressing a willingness to switch providers after only a few bad experiences.”

    Share Story:

Recent Stories


New Business Frontiers
FStech’s Mark Evans discusses the future of financial services with Liu Jianning of Huawei, covering the limitations that current thinking can impose, how financial institutions can embrace technology to be both agile and resilient, and making space for the organisation to focus on the job of creating innovative business models and on delivering business value for their customers.

The Future of Intelligent Finance
FStech Group Editor Mark Evans sits down with Jason Cao, President of Global Financial Services Business Unit, Enterprise BG at Huawei ahead of its Intelligent Finance Summit which was held on 3rd and 4th of June in Shanghai. This Q&A delves into key trends in digital transformation of the financial services industry as well as a look at how data, robotic infrastructure, intelligent storage and innovative technologies are shaping the future for FSIs.

Cracking down on fraud
In this webinar a panel of expert speakers explored the ways in which high-volume PSPs and FinTechs are preventing fraud while providing a seamless customer experience.