2026年及以后的保险趋势：通过人类同理心寻求竞争优势

INSURANCE TRENDZ TO WATCHIN 2026 & BEYOND: Seeking Competitive Advantagethrough Human Empathy The provision of high-quality CXis a competitive differentiatorin the insurance industry.Put simply, “CX matters nowmore than ever,” for insurance In 2026 and beyond,TrendzOwl proposesthree fast-developing Seeking Competitive Advantage Insurers are “all-in” on exploring and investing inGenAI to improve human-centered support andinnovate claims management as a means to achieve Balancing the Digital & the HumanAdvances in technology are impressive, but instead of replacing human beings, AI-enabled technologyaugments the capabilities of insurance customer Improving Digital Claims ManagementSmart management of data helps optimize and innovate claims management. Insurers are therefore INSURANCE TRENDZ TO WATCH IN 2026 & BEYOND:Seeking Competitive Advantage through Human Empathy TRENDZ SPOTLIGHT The Road to Seamless Customer JourneysCX in insurance refers to the overall journey customers AI-enabled Digitization & Digital Self-ServiceIncreased digitization is part of the answer to these challenges. “Insurance providers can leverage AI to tailortheir services to unique individual needs. As a result,customers feel understood, which enhances their loyaltyto the company.”5Alas, “The need for quick and seamlessexperiences has also given rise to the idea of self-service options. Digital tools like mobile apps, chatbots,and online portals are relevant here. These tools allow go through when purchasing a policy from an insuranceprovider across insurance categories (health, life, propertyand casualty [P&C], auto, commercial, and home).And across all categories, “Customers are increasingly Interestingly, however, customers typically interact withtheir insurance carrier only once or twice a year. “This is instark contrast with other financial services industries suchas banking, in which customer interactions take place tento 20 times more often. The low frequency of customer In fact, “Digital self-service has become the norm inpersonal and small-business insurance, with customersexpecting to handle everything seamlessly, from policyrenewals to payments. The shift has been driven by consumer demand for frictionless transactions, mirroring Unfortunately, too often today’s insurance experienceleaves much to be desired. According to recent research,“The customer journey is typically fragmented fromthe start: six out of ten customers switch channelsprepurchase. Moreover, the transition from online tooffline channels can be abrupt or nonexistent. Roughlyone in six customers reports no follow-up from insurers But there’s a plot twist—“when customers take advantageof digital channels, they are often left wanting more.More than 30% of insurance customers are not satisfied 30%+ The low frequency of customertouchpoints in insurance meansthat it’s extremely important to of insurance customers arenot satisfied with the digitalchannels available INSURANCE TRENDZ TO WATCH IN 2026 & BEYOND:Seeking Competitive Advantage through Human Empathy HUMAN-DRIVEN SUPPORT Prioritizing the Human Touch “Despite the shift toward digitalization,” offers McKinsey,“insurers cannot sacrifice the human touch in CX—especially for life customers, who rank agents as the mosttrusted source for learning about insurance products.” Arecent McKinsey survey “found that agents and advisers are According to Mendix, “49% of customers believe a humanadvisor is more trustworthy in filing a claim than anautomated service or a chatbot.”12For Hi Marley, “50% offive-star ratings from insurance customers highlighted that In other words, AI is still a long way from replacing humanworkers. Rather, it is augmenting the skills of humanagents. As such, innovative process redesign means “AIfirst with Human-in-the-Loop” that unlocks value. Considerthe following example—“One company where AI’s promiseand flaws are playing out… provides insurance and bankingservices…. After several pilot projects, some of which it 49% of customers believe a humanadvisor is more trustworthy infiling a claim than an automated INSURANCE TRENDZ TO WATCH IN 2026 & BEYOND:Seeking Competitive Advantage through Human Empathy WORLDWIDE REGIONAL TRENDZ The United States: Getting the Human-TechBalance Right Asia Pacific: Infusing Humanity & Technologyin Proactive Service Recently, McKinsey launched a survey of more than8,500 insurance customers of the 40 largest NorthAmerican insurance carriers across the life and propertyand casualty (P&C) segments. “The results were clear:customer experience is a strong predictor and driver of When it comes to the state of the insurance CX acrossAsia Pacific, Genesys also emphasizes the fusion oftechnology and human beings. “To create and delivervalue effectively, it is essential to infuse both humanityand technology into insurers’ offerings—while working And the human touch is vital to success. After all, “asbusiness complexity increases, digital s