Consumerism Has Come For Health Insurance Amid a historic increase in premiums, CX quality and trust have fallen off a cliff. The cost of care is the most concerning healthcare issue for 54% of US online adults, and 47% with health insurance indicated that rising prices and inflation had a significant impact on their 2025 plan choice (see Figure 1).

Among Australian auto and home insurance firms in 2025: NRMA Insurance leads on two metrics (total experience and BX), while Youi leads on CX. NRMA Insurance earned a Total Experience Score of 52.5 — closely followed by AAMI’s 50.5 — while narrowly outperforming the industry average by 2.8 points.

Health Insurance Customers Are Confused About What They Paid For The information consumers most often looked for after signing up for health insurance was help understanding their coverage or benefits — cited by 35% of US online adults who have health insurance (see Figure 1). Besides getting help understanding their benefits, US online adults with health insurance reach out to their insurer for ideas on how to get the full value of their plan.

Embedded insurance and connected insurance are two additional ways in which carriers should enhance customer experience while also getting the benefits of accurately pricing risks. Technology leaders should invest in core technology capabilities to bring novel insurance products to market and support initiatives like embedded insurance and connected insurance alongside supporting the legacy business.

Many Insurance Firms Are Focusing Investments On Financial Well-Being A bar chart showing the percentage of business and technology professionals working in insurance who say that their organization will invest the most in various insurance initiatives over the next 12 months; financial well-being is the most cited at 40%.

Consumers are turning more and more to AI tools for guidance on health insurance as their comfort with AI technology increases. While consumers are generally open to AI explaining benefits and suggesting plan options, their comfort drops sharply as AI acts more autonomously, such as selecting or enrolling them in a health plan.

Figure 3 Cyber Insurance Has An Impact On Service Provider Selection Insurance carriers typically maintain a panel of preferred providers. Among enterprise respondents with a standalone cyber insurance policy, 75% said that their insurance carrier required them to select from a panel of providers that it had vetted and negotiated rates with (see Figure 4).

The Resources Enhancing Industry Cloud Usage This chart looks at what resources enterprise financial services and insurance decision-makers are adopting to leverage public or private cloud usage.

Meanwhile the insurance industry will face significant shifts driven by the increased use of AI to boost operational efficiency and the rapid expansion of cyber insurance to combat the new threats brought on by AI. Novel underwriting techniques will help insurers re-enter high-risk property markets, while the growing gig economy will create new opportunities for micro-insurance providers. Here are our predictions for global insurance in 2026.

Figure 2 Financial Services And Insurance Firms Use Or Plan To Use Various CRM Capabilities This chart shows the CRM capabilities that financial services and insurance firms use or plan to use.