The most comprehensive global study of its kind, our Digital Insurance Maturity 2025 report aims to provide insurers with actionable insights to help them stay competitive, foster innovation, and achieve digital excellence.  

This year we assessed 93 insurers across 16 markets, including Belgium, to deliver a complete view of how insurers are performing in the digital age. The report not only dives into digital functionalities but also user experience design, so that insurers can gain valuable insights into industry trends and inspiration to meet customer expectations.   

Key Belgian findings:  

• Bancassurances lead the way in Belgium when it comes to digital maturity. Bancassurance players are outperforming both direct and indirect insurers, but the gap is narrowing. With less than half of Belgian insurers scoring over 60%, there’s room for improvement for everyone. 
• Insurers should shift their focus to online servicing instead of online sales. Customers want to be able to manage their contract, follow up on a claim’s progress, as well as find the right assistance and damage repair services online. 
• Digitalisation is key, but not at the cost of human interactions. On average, 30% of our survey respondents still prefer to perform core insurance tasks together with an advisor, highlighting the need for a hybrid model. 
• When it comes to user experience, direct insurers rise to the top. Belgian bancassurances excelled in the functionality assessment, but direct insurers took the top spot in the user experience audit. Advanced functionalities may potentially have a negative impact on UX performance.  

We invite you to read the report to learn more.