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For the 2nd consecutive year, Accenture and Bâloise Assurances Luxembourg surveyed more than 1000 consumers on their current experience of insurance services and their future expectations. This 2020 Market Pulse Survey (MPS) reveals that to successfully outmaneuver the complexities of changing consumer behaviors, accentuated by the current global pandemic, insurers must repivot towards digital and infuse personalization in their core services.
Will they manage to chart a new course? Voyages can be perilous, and insurers must be able to weather the storms of change and steer around obstacles both on the surface and lurking underneath.
Digital deficit
Last year’s survey already highlighted customer preferences for...
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