How habits of digital adoption are impacting the insurance sector

An aspect of digital innovation often overlooked is the changing behaviours and expectations of customers in a digital era. The expectation of speed, digital onboarding, choice of communication channel, self-service, and being able to communicate via multiple digital channels are all regarded as common needs among digitally native millennials. However, as older generations have become familiar with digital tools and increasingly reliant on them, this trend in customer behaviour is becoming universal.