1 in 4 Gen Z Policyholders Have Switched Insurers Due to Poor Digital Experiences, Insurity Survey Finds

The Insurity Digital Experience Index reveals younger policyholders are redefining insurance loyalty through digital channels. The Insurity  survey found that Gen Z and Millennials are changing insurance companies because of frustrating mobile and online experiences. This shows how important it is for insurance companies to go digital.

According to the data, 28% of Gen Z and 21% of Millennials report having switched insurers due to a frustrating online or mobile experience, making digital performance a key driver of brand loyalty for younger policyholders. This survey exposes a troubling disconnect: a significant portion of younger consumers are actively avoiding critical insurance functions, with 26% of Gen Z and 21% of Millennials shunning claims altogether because digital processes are too cumbersome.

Far from just a usability issue, this is a threat to the very relationship insurers believe they’re building. “Younger generations aren’t just digital natives; they are the ultimate test of your technological credibility,” said Sylvester Mathis, Chief Revenue and Insurance Officer at Insurity. “If your online portal or claims app isn’t intuitive, fast, and responsive, you’re risking not just user frustration but their trust and their loyalty. In a world where convenience is king, failing to meet these expectations isn’t just poor service; it’s a strategic vulnerability.”

Meanwhile, 61% of Millennials and nearly half of Gen Z prefer paperless interactions. However, trust in automation remains fragile, as more than half of Gen Z will only trust fully automated insurance under certain conditions.

As these groups gain purchasing power, insurers that overlook the importance of intuitive, quick, and responsive digital platforms risk becoming irrelevant. The message is clear: in today’s digital age, insurance providers must innovate or face failure.

To learn more about Insurity’s 2025 Digital Experience Index and how policyholders feel about their digital experience with P&C insurers, please contact Elizabeth.Hutchinson@insurity.com.

As shown in the Insurity Digital Experience Index, insurers must evolve their mobile and web platforms to retain younger customers in an age where digital experience defines trust.