Digital insurance: 4 out of 10 want purely online contact with the insurance company in the event of a claim

July 10, 2023

  • But older people are sceptical about automatic claims processing
  • Two-thirds want a contact person to handle the claim for them

When there is a crash in the street or the children kick the football into the window pane, many are glad to have insurance. The insurance business, which until recently was characterised by on-site consultations and agent visits at home, is increasingly digital. 4 out of 10 policyholders (40 percent) would like to handle the entire process from notification to payment completely digitally. The desire is similarly widespread across most age groups (16 to 29 years: 44 percent, 30 to 49 years: 48 percent, 50 to 64 years: 44 percent), only the older ones over 65 are somewhat more reserved at 27 percent. This is the result of a survey of 1,002 people aged 16 and over in Germany commissioned by the digital association Bitkom. Older people in particular are sceptical if the claim is processed completely automatically, for example through a software-based check or with the help of AI chatbots. While almost three quarters (72 percent) of older people aged 65 and over find automatic processing worrying, the figure is 59 percent for those aged 50 to 64, 49 percent for those aged 30 to 49 and only 44 percent for younger people aged 16 to 29.

Across all age groups, 58 percent find this idea worrying. “Artificial intelligence offers enormous opportunities, especially in the insurance industry, from personalised advice to claims processing, for example also with the help of image and pattern recognition,” says Bitkom CEO Dr Bernhard Rohleder. “Convenient digital communication and the use of digital technologies are not only what younger people expect from their insurance company. At the same time, however, there is also reticence and scepticism among older people. The answer for companies can therefore currently only be: create hybrid solutions, but clearly set the course for digital.”

Two-thirds (66 per cent) would like to have a human contact person like their insurance agent who takes care of the entire claims process for them – regardless of how they are contacted. The wish is most widespread among older people aged 65 and over (74 percent), but it is also a majority (63 percent) among younger people aged 16 to 29.

Note on methodology: The data is based on a survey conducted by Bitkom Research on behalf of the digital association Bitkom. A total of 1,002 people in Germany aged 16 and over were interviewed by telephone. The survey is representative. The question was: “Please tell me to what extent the following statements apply to you”.

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