Almost everyone is digital

Digital adoption is no longer a function of age but has become mainstream across generations. All age groups today rely more on friends and digital channels than traditional sources to learn and buy.

Digital adoption is mainstream

Digital adoption is no longer a function of age but is now mainstream across generations. As prolonged COVID-19 virus lockdowns force everyone to learn and more extensively use digital channels, adoption will accelerate further.


Customers frequently doing transactions online or via mobile app (%), 2018–2020


World Insurance Report 2020

As digital adoption is now mainstream across generations and willingness to purchase insurance from BigTechs is increasing, the World Insurance Report 2020 from Capgemini and Efma explores the changing trust equation between insurers and customers, and how insurance companies can use hyper-personalization to address it.

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