The latest CBC Insurance Observatory notes greater use of digital technology by customers, even if human contact remains important for many of them.
More than half of Belgians know that it is possible to take out insurance 100% digitally and more than half of them also know that it is possible to report a claim online. This is what emerges from the latest Observatory devoted to Belgians and their insurance from the CBC bank.
According to this study, carried out by the Walloon subsidiary of the bancassurance company KBC among 1,084 Belgians aged 18 to 70, the digitalization of the insurance sector corresponds to the expectations of the majority of Belgians. Thus, one in three Belgians has already taken out insurance digitally and almost a third of policyholders have already declared a claim online. Furthermore, 35% of 18-24 year olds say they are attracted by the possibility of canceling their insurance contract via a secure online platform. Conversely, barely 17% of respondents believe that the issue of insurance can only be managed through human contacts and not digitally, compared to 23% in the previous study.
Human before digital
“Digital is gaining ground, that’s very clear. Belgians are increasingly aware that they can take out insurance online. No doubt because more and more companies are offering insurance digitally and the procedures are easier,” underlines Patrick Dallemagne, director of CBC Assurances, which has just over 100,000 policyholders in Wallonia.
If digital is gaining ground in the consumption habits of policyholders, the results of this third Insurance Observatory carried out by CBC show that human contact has not lost its interest, quite the contrary. Despite the fact that more than half of those surveyed know that it is possible to take out insurance digitally, almost two thirds of Belgians who are insured (60%) took out their last insurance physically, via their bank agent or via their broker. A proportion which remains stable compared to last year's figures. “Despite the advantage of digital, human contact remains important for policyholders. In banking, we are generally looking for a product that meets a need. For insurance, we are more looking for a solution to our situation,” adds Patrick Dallemagne.
