A new TransUnion study reveals a significant gap between insurers' perceptions and consumer experience, with 70% of insurers saying they deliver personalized experiences while only 43% of consumers agree. The disconnect is even more pronounced among Gen Z, where just 32% report personalized experiences. The report found that 46% of insurance leaders prioritize investments in hyper-personalization and digital transformation, but only 10% cite evolving consumer expectations as a key driver. More than half of insurance leaders cited poor or incomplete data and integration as barriers, and 62% said departmental data silos are the biggest obstacle to effective data and customer relationship management strategies.
TransUnionStudy shows insurers overestimate personalization; only 43% of consumers agree, indicating weak demand for TransUnion's solutions if insurers fail to deliver.