Business UpdateJun 18, 2026, 07:34 AM
TransUnion Study: Insurer-Consumer Personalization Gap Significant
AI Summary
A new TransUnion study reveals a significant disconnect between insurers' perceptions and consumer experiences regarding personalization. While 70% of insurers believe they offer personalized experiences, only 43% of consumers agree, with the gap being more pronounced among Gen Z (32%). The report highlights that insurers struggle with personalization due to misaligned priorities, with only 10% prioritizing evolving consumer expectations, and fragmented data, as 62% cite departmental data silos as a major barrier. TransUnion emphasizes the importance of connecting consumer identity across multiple signals to deliver seamless experiences.
Key Highlights
- 70% of insurers believe they deliver personalized experiences.
- Only 43% of consumers agree they receive personalized experiences.
- Just 32% of Gen Z consumers report personalized experiences.
- 46% of insurance leaders prioritize hyper-personalization, AI, and digital transformation.
- Only 10% of leaders prioritize evolving consumer expectations as a key driver.
- Over 50% of leaders cite poor or incomplete data and integration as personalization barriers.
- 62% of leaders identify departmental data silos as the biggest barrier to data strategies.
Price Impact
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