The general insurance market stands at an inflection point

(Mordor Intelligence, Guidewire).

8% stat

Digital adoption has serious momentum: 8% annual growth in digital channels

85% stat

Mobile devices accounting for 85% of portal interactions – yet traditional service channels retain remarkable resilience

56% stat

Some 56% of consumers still favour telephone contact for complex interactions

25% stat

This is not contradiction but sophistication. Modern insurance consumers in the UK and Ireland market behave less like digital natives abandoning old ways than skilled orchestrators selecting optimal channels for specific tasks. They purchase policies online (Ireland and Britain are alone in exceeding 25% digital purchase penetration across Europe), track claims via mobile applications, yet reach for the telephone when complexity strikes or trust wavers. The future belongs not to insurers who eliminate human channels, but to those who master seamless integration between automated convenience and human reassurance (BCG).

Demographic trends remove uncertainty about directionality, leaving only questions of velocity. (Guidewire)

38% stat

Currently 38% of 25-34 year olds prefer mobile device engagement for insurer interactions which is predictable.

50% stat

More revealing however is the nearly 50% of 45–54 year olds who expect mobile apps to become their preferred channel, signalling that digital adoption reflects life-stage convenience, not merely generational identity.

71% stat

Even consumers aged 55-plus demonstrate surprising openness: 71% would accept video consultations replacing office visits for claims processes

(Guidewire)

51% stat

Phone preference remains dominant (51% cite it as their top future channel), suggesting premature abandonment of traditional contact would alienate existing customers.

8% stat

Yet digital growth compounds at 8% annually

33% stat

AI familiarity breeds acceptance (33% now use AI tools weekly, up from 21% previously)

The solution to this transition from traditional channels lies not in choosing between digital efficiency and human reassurance, but architecting platforms that enable fluid transitions.

Simple transactions (policy renewals, coverage adjustments, routine inquiries) flow through automated channels, capturing cost efficiencies whilst meeting consumer convenience expectations.

58% stat

Complex situations (claims assessment, coverage disputes, vulnerable customer needs) escalate seamlessly to skilled advisers equipped with full digital context. This hybrid model explains why phone support for claims filing declined only 12 percentage points (from 66% to 58%) despite massive digital investment—complexity demands human touch (Insurance Times).

Insurers investing in self-service platforms are addressing genuine market necessity rather than speculative innovation.

The business case rests on several foundations. (BCG)

40% stat

First, operational efficiency: leading insurers achieve demonstrable 20-40% cost reductions whilst improving accuracy and speed.

224% stat

Second, competitive positioning: the 224% versus 64% shareholder return differential between digital leaders and laggards represents existential stakes, not incremental advantage.

85% stat

Third, customer experience: mobile access dominates with 85% of portal interactions and 6-7% annual app growth, creating rising expectations that firms must meet.

$10bn stat

The Irish and UK insurance market’s trajectory is clear. Digital channels grow 8% annually, projected to exceed $10 billion by 2030. Mobile devices dominate access patterns. Demographic shifts ensure these trends strengthen rather than reverse. Yet successful navigation requires sophistication: maintaining trusted human channels whilst building digital excellence, serving broker relationships whilst enabling direct engagement, cutting costs whilst improving experience (Feefo).

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