TransUnion Finds Only 43% of Insurance Consumers Experience Personalization Despite 70% Insurer Claims
TRU•TransUnion's Insurance Summit study shows 70% of insurers believe they deliver personalized experiences, while only 43% of consumers and 32% of Gen Z policyholders report personalization. The report finds 62% of insurance leaders identify departmental data silos as the biggest barrier to effective personalization.
1. Study Findings
The study of 100 senior insurance decision-makers and a representative consumer survey revealed a wide perception gap: 70% of insurers claim to deliver personalized experiences, but only 43% of consumers and 32% of Gen Z policyholders agree. This disconnect highlights a critical misalignment between insurer self-assessment and actual customer experience across the policy lifecycle.
2. Barriers to Personalization
More than half of insurance leaders cited poor or incomplete data and integration as barriers, and 62% identified departmental data silos as the primary obstacle to effective personalization. Only 46% prioritize investments in hyper-personalization, AI targeting and digital transformation based on evolving consumer expectations rather than internal growth goals.
3. Implications for Insurers
The gap suggests insurers risk customer churn if they fail to deliver tailored experiences, especially among Gen Z who represent future market growth. Connecting consumer identity across multiple signals is crucial for insurers to offer seamless, personalized interactions from marketing and underwriting through service and claims, driving retention and value.
