Your insurance customers : a crystal ball of big changes in a small window of time

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      <subfield code="a">Your insurance customers</subfield>
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      <subfield code="a">The future of insurance, while still evolving, is without doubt picking up steam! While technology often gets much of the focus, it is not the driving force of change. Customers are the driving force, with the digitally-native leading the way and opening the door to incredible growth opportunities. Changes in customer behaviors and expectations, driven and reinforced by new capabilities unleashed by technology, demand the insurance industry reconsider the way things have been done by focusing on what is expected today and in the future. When looking at current books of business bought mostly by Boomers and Gen X and representing a large portion of today's revenue and profit, insurers may be tempted to think that they have time to adapt to the next generation, market changes and new demands. But that is not the case by a long shot! This year's customer survey highlights the urgency of rapidly adapting to a new reality for all customers, and Millennials and Gen Z in particular. They are now the dominant buyers for both life and non-life insurance products with a focus on five specific segments: life/health/ accident, employee/voluntary benefits, auto, mobility, and homeowners/renter's insurance. Millennial and Gen Z life journeys have not followed the traditional path set by older generations, with high percentages remaining single and not married but with partners, and other significant lifestyle shifts from older generations that require different insurance needs. However, over the next three years they plan to accelerate their life journeys, outpacing the older generation in all aspects, including twice the average rate of changes in the home, work, and mobility aspects of their lives.</subfield>
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