Deloitte Belgium’s Digital Insurance Maturity Assessment provides key insights into the current digital insurance landscape, and what Belgian consumers expect in terms of online services and functionalities.
For its first Digital Insurance Maturity Assessment, Deloitte Belgium evaluated 13 insurers and surveyed 1000 consumers to understand Belgium’s current digital insurance landscape and what Belgian consumers expect in terms of online services. Findings can help insurers identify new opportunities for their digital strategy by providing insights into customer demand, competition, and industry trends.
We invite you to read the report to learn more.
Bancassurance players lead the way when it comes to digital maturity
Insurers invested in digital sales, but clients want digital servicing
Insurers focus on digitalizing sales, but results show a higher demand for servicing: 84% of respondents find online servicing important against 71% for sales. Online channels also rate significantly higher for self-service tasks than for buying new insurance.
Online management of claims, documents and billing are the biggest improvement opportunities
More than 85% of customers want the possibility to follow-up on claims, download insurance documents and edit billing online. Yet, this is where insurers scored the lowest on average.
Bancassurance players outperform competitors on digital features
Bancassurance players outperformed direct and indirect competitors on every step of the customer journey, with an average functionality score of nearly 70%. They specifically differentiate on servicing, with more advanced “customer zones”.
Insurers need to digitalize, but not at the cost of human interactions
Belgian consumers expect digital features, and yet, about 70% of them still prefer to interact with an advisor for a range of tasks. This is especially true when contracting a new insurance policy.
Great User Experience is a standard, not a differentiator
Most players achieved an overall UX score of 85% or above on their customer acquisition channels. Investing in great UX has become a standard for the industry, rather than a true competitive advantage.
User Experience for forms, accessibility and responsiveness should be improved
These UX categories accounted for the most frequent and severe mistakes amongst Belgian insurers. Accessibility violations were observed in all audited channels.
