1 in 5 Consumers Avoid Filing Claims Due to Frustrating Digital Processes, According to Insurity's Latest Survey
The survey also found that 64% of consumers would consider switching insurers for a more seamless digital experience, revealing how easily poor interactions, especially during the claims process, can drive customers to competitors. As insurers continue to advance their digital strategies in 2025 and beyond, prioritizing intuitive, user-centric digital experiences will strengthen retention and build long-term customer loyalty.
As digital tools become the primary channel for customer engagement, the survey highlights that poor claims experiences are not just process inefficiencies but key drivers of lost trust and reduced customer loyalty. This insight comes when insurers are under increasing pressure to modernize core systems, enhance operational performance, and deliver greater value to policyholders. While many carriers have made significant progress in digital transformation, the findings make clear that technology investment must be paired with a strong emphasis on user experience. Those investments may fail to deliver meaningful returns without intuitive, efficient, and responsive interactions, especially during critical moments like claims.
'As carriers evaluate their core systems and digital infrastructure this year, the priority must be reducing friction where it matters most,' said Sylvester Mathis, Chief Insurance and Chief Revenue Officer at Insurity. 'A clunky or disconnected claims process frustrates customers and risks sending them elsewhere. When someone avoids filing a claim, despite having coverage, it signals a fundamental breakdown in trust. If policyholders feel friction, uncertainty, or inflexibility, they're less likely to file a claim, and far more likely to leave.'
This survey was conducted online in April 2025, and more than 1,000 adult participants were randomly selected across the United States to ensure a representative sample. Respondents were asked a series of 19 questions, ranging from multiple-choice to scale-based, to gauge their opinions on their digital experience. Data analysis was performed to identify key patterns and insights.
To learn more about Insurity's 2025 Digital Experience Index and how policyholders feel about their digital experience with P&C insurers, please contact Elizabeth.Hutchinson@insurity.com.
About Insurity
Insurity is a leading provider of cloud-based software for insurance carriers, brokers, and MGAs. Insurity is trusted by 22 of the top 25 P&C carriers and 7 of the top 10 MGAs in the US, and it has over 400 cloud-based deployments. Through its best-in-class digital platform, unrivaled industry experience, and the industry's most robust analytics offerings, Insurity is uniquely positioned to deliver exceptional value, empowering customers to focus on their core businesses, optimize their operations, and provide superior policyholder experiences. Insurity is a portfolio company of GI Partners and TA Associates. For more information, visit www.insurity.com.
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