• But a narrow majority are sceptical about fully automated processing
• Digital insurance offerings only receive a grade of 3.3

Whether it’s an accident, burglary or water damage – around half (48 percent) of Germans would prefer to handle claims with their insurance company entirely digitally. Last year, the figure was 43 percent. The desire is currently particularly widespread among 30- to 49-year-olds, at 58 percent. However, around half of those aged between 16 and 29 and between 50 and 64 (53 per cent and 50 per cent respectively) would also like to see digital processing. Among the over-65s, on the other hand, only a third (32 per cent) would prefer to handle claims entirely digitally. These are the results of a representative survey of 1,003 people aged 16 and over in Germany commissioned by the digital association Bitkom, including 912 people who have already taken out insurance themselves.

However, completely digital does not mean that people are completely excluded from the claims settlement process. At the same time, a total of 54 percent of Germans find the idea of their insurance company handling a claim completely automatically unsettling – even if it would make the process particularly fast. In the 65+ age group, this statement applies to a significantly larger proportion (67 percent) than in the 30-49 age group, where the proportion is lowest (45 percent).

Even though insurance companies are making progress in terms of digitalisation from their customers’ perspective, there is still room for improvement: this year, customers give their insurance providers’ digital offerings an average grade of 3.3. More than a quarter (27 percent) of people with insurance policies rate the digital offerings as ‘very good’ (1) or ‘good’ (2). At the same time, around one-fifth (19 percent) give a rating of ‘poor’ (5) or even ‘unsatisfactory’ (6). Last year, digital offerings were rated 3.6 on average.

‘Digital solutions offer insurers enormous opportunities – both for more efficient internal processes and for a better customer experience. Especially in an age when mobile shopping and banking are taken for granted on smartphones, customers also expect convenient and comprehensive digital services from insurance companies,’ says Lukas Spohr, Bitkom expert for digital insurance and InsurTech. ‘Enabling claims to be reported digitally, quickly and transparently, or offering clear contract management via an app, can be a decisive competitive advantage.’ In addition to their own digital offerings, insurers also face competition from cross-provider applications: 45 percent of Germans are open to using an app that allows them to manage all their insurance policies from different providers in one place.

Note on methodology: The information is based on a survey conducted by Bitkom Research on behalf of the digital association Bitkom. A total of 1,003 people aged 16 and over in Germany were surveyed by telephone, including 912 people who had already taken out insurance themselves. The survey was conducted between calendar weeks 13 and 16 of 2025. The survey is representative. The questions were: ‘To what extent do the following statements apply to you?’ and ‘When you think about the various providers of your insurance policies, how would you rate their digital offerings overall – on a school grading scale?’