The better the question. The better the answer. The better the world works. У вас есть вопрос? У нас есть ответ. Решая сложные задачи бизнеса, мы улучшаем мир. У вас є запитання? У нас є відповідь. Вирішуючи складні завдання бізнесу, ми змінюємо світ на краще. Meilleure la question, meilleure la réponse. Pour un monde meilleur. 問題越好。答案越好。商業世界越美好。 问题越好。答案越好。商业世界越美好。

Insurance technology trends

EY - Digital and omnichannel

Market developments

Key questions

Today’s customers want to research and buy products online and expect to communicate largely through mobile channels.
How do digital and mobile channels help insurers achieve growth and profitability targets by finding new customers and retaining existing ones?
Consumers want more frequent, meaningful and personalized communications.
Which are the best first steps to close the communication gap and strengthen relationships with unique customer segments?
Agents and brokers want better data and tools on carrier portals to better serve their customers and compete for new business.
How can insurers build on first-generation agency portals with new capabilities to support the entire distribution management lifecycle?

How are consumers affected by the “communication gap” between them and insurers?


Omnichannel distribution is key when it comes to improving both the quality and frequency of customer interactions.

How are consumers affected by the “communicationgap” between them and insurers?
How are consumers affected by the “communicationgap” between them and insurers?

Highlights from our Global Consumer Insurance Survey

Customer interactions with their current insurers during the last 18 months:

EY - Global total
EY - Global mature markets
EY - Global developing markets

Download EY Global Consumer Insurance Survey >

How EY can help

EY’s global insurance team of strategists, technologists and process and functional specialists helps insurers of all shapes and sizes address critical issues and meaningfully improve performance to deliver value for consumer and company alike:
Value for insurer:
  • Increased customer satisfaction and loyalty
  • Lower costs
  • Operational efficiency
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Value for customer:
  • Enhanced experience
  • Tailored information
  • Faster resolution

Contact Us

Luca Russignan
Associate Director
Insurance Analyst Team Leader
Global Markets - EY Knowledge
+44 20 7980 9635