Insurity has released findings from its 2025 Digital Experience Index, raising concerns about how digital transformation in the insurance sector may be affecting older policyholders.
The survey showed that 59% of Baby Boomers and 39% of Gen X policyholders still favour speaking directly with a person over engaging with a fully digital insurance process. Only 7% of Boomers and 14% of Gen X respondents viewed a completely self-service experience as ideal. The data suggests that fully automated systems may not align with the expectations of a substantial portion of the insured population.
The cloud-based insurance software provider surveyed Canadian consumers on their experience with digital tools in property and casualty (P&C) insurance and found a significant portion of older respondents continue to prefer traditional, human-centred service models.
The report also pointed to a potential gap in claims servicing. Nearly 28% of Boomers said they have avoided filing a claim due to frustrations with digital platforms. That figure represents the highest percentage of digital-related claims avoidance among any age group surveyed.
“These are not minor usability complaints but are blockers to basic insurance functions,” said Sylvester Mathis, chief revenue and insurance officer at Insurity. “When nearly a third of Boomers are skipping claims altogether, it’s a sign that digital strategy cannot come at the expense of accessibility.”
The findings suggest that while insurers continue to invest heavily in automation and digital tools, many policyholders, particularly those in older demographics, still expect and require direct interaction.
For insurers, brokers and managing general agents, the report underlines the need for hybrid service models that combine digital capabilities with live support, particularly when it comes to claims management and customer communication.
As digitalization in the insurance industry accelerates, the company said the challenge will be ensuring that service delivery remains inclusive and responsive to the needs of policyholders across all age groups.
