Books & studies

Millennials are starting to become customers of insurance companies. They come to this insurer-customer relationship with expectations and emotional needs that may be different from those addressed by current retail insurance processes. If this gap is too substantial, the relationship may suffer, potentially leading to serious challenges for the industry in the near future.

The title of this study, A Tale of Self-Doubt and Distrust, attempts to capture the feeling of inadequacy arising from the technical language and the distrust engendered by the process of buying an insurance policy. The study highlights the negative emotions emerging from the current customer onboarding process and develops a series of actionable recommendations for insurance companies. 

DOWNLOAD THE DOC "A TALE OF SELF-DOUBT AND DISTRUST ONBOARDING MILLENNIALS"