The new trust equation

Today, customers place more trust in their research for purchasing an insurance policy. In addition, they are open to buying insurance from non-traditional firms.

Trusting your own research

Gone are the days when agents were the primary or exclusive source of information. Today, customers buy specific policies in the manner they prefer, backed by their own research.


Customers’ preferred mode for insurance research and policy purchase, by segment (%), 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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