Insurance Industry Report Finds 20 Percent Gap Between Provider Claims and Consumer Experience of Personalization

A recent industry report reveals a significant disconnect between insurance providers and their customers regarding the quality of personalized service. While 70% of insurance companies claim they successfully deliver personalized experiences to their policyholders, fewer than 50% of consumers report receiving such treatment.

The findings highlight a disparity in how both groups perceive digital and service-based interactions. Insurance executives often point to their internal strategies and technological implementations as evidence of personalization, whereas policyholders base their assessments on their day-to-day interactions with these firms. This gap suggests that the initiatives insurers prioritize do not always align with the expectations or experiences of the individuals they serve. The data underscores a persistent challenge for the industry as it attempts to bridge the divide between corporate service goals and actual consumer satisfaction.

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Source: GO-AI-ne1

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Date: June 18, 2026

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GOAI