The logic behind putting the customer first is straightforward: centre your business on customer needs, and in return you attract more customers and retain them for longer.
Yet, delivering on this promise in the complex world of insurance, is anything but simple.
This month, we brought together a group of leading insurance executives to tackle this very question, learning from experts at the likes of Direct Line Group, Zurich, Just Group, Compare the Market and OneFamily. Their collective perspectives focused on whether a full-scale, customer-centric transformation is now truly non-negotiable for the sector.
It was a fantastic evening, run in partnership with our friends at EIS Group and EY. Here are my key takeaways from the event.
Despite significant progress, insurance still lags behind sectors such as retail and retail banking when it comes to customer experience (CX).
There’s a growing recognition that modern customers expect the same seamless, personalised digital journeys they encounter elsewhere, and insurers must meet that bar to secure long-term loyalty.
A refreshing perspective shared on the night was that insurance is, and should remain, a positive force for society.
It provides security, resilience, and peace of mind in moments that matter. By modernising the way they engage with customers, insurers can amplify this impact even further, making their value proposition clearer.
As Gen Z enters the market, expectations are evolving rapidly. This generation expects immediacy, transparency, and digital fluency. The future of insurance lies in creating intuitive, mobile-first experiences that feel relevant and human, not purely transactional.