More than a quarter – 26.9 per cent – of UK insurance customers say they will only use digital services in future, according to new research from SAS.

The study also found that 15 per cent of customers, around 8 million people, started using a digital service or mobile app for the first time due to the pandemic.

Consumers completed an online questionnaire during 2021 across a number of markets, there were 1,000 UK respondents.

The report revealed that one in five – 21.1 per cent – anticipate using digital services in addition to in-person interactions.

“The insights that can be gained from data produced by more digital interactions are key to insurers delivering more personalised and seamless customer experiences,” said Paul Ridge, head of insurance, SAS UK & Ireland. “But in order to extract these insights from data they need to leverage advanced analytics and AI so intelligent decisions are made, particularly at a time of need.

“Failure to deliver timely and meaningful interactions could be very costly, as customers are expressing a willingness to switch providers after only a few bad experiences.”

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