Bridge the customer
experience divide

Ensure life insurance relevancy through
relentless customer centricity

Today’s life insurers find themselves in an environment of sluggish growth, as many consumers are at best only mildly interested in traditional life insurance products. The industry is struggling to meet new and challenging life insurance customer experience expectations – with legacy technology being a major barrier to driving meaningful change.

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50%

of policy-holders say customer experience with life insurers is underwhelming		 Only

41%

of insurers met or exceeded their latest transformation goals despite urgent need to modernize operations		 Only

5%

of life insurers are able to deliver best-in-class customer experience today

Our World Life Insurance Report 2025 identifies industry challenges and outlines proven transformation strategies to boost customer satisfaction, increase operational efficiency, and fuel robust profits. The key is orchestrating transformation initiatives around two strategic priorities:

  • Deploy advanced technology to modernize legacy systems, streamline data management, and enable Generative AI.
  • Cultivate talent and partnerships to drive customer-centric cultures and increase efficiency across the value chain.

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