In a recent article, Insurance in MotionThis highlights the profound transformations in customer experience within the insurance sector. This observation stems directly from... The 2026 study "Insurance, Mutuals – Customer Experience & New Digital Services", conducted with our partner Innovation Assurance / Next Content.
This study reveals a reality that can no longer be ignored: Policyholders' expectations are evolving faster than market responses..
More visible risks, and more demanding policyholders
The French express a feeling of exposure unpublished:
• +74% say they are more vulnerable to cyber risks;
• +55% to climate risks;
• And 74% fear storms and violent winds.
This increasing pressure is no longer theoretical: it is a daily reality, albeit in different ways depending on the region. A context that shapes a a new way of perceiving insurance, more relational, more emotional, more critical too.
The support is still too discreet.
Despite these growing concerns, proactive measures remain limited:
• Only 1 in 4 insured persons report having been contacted about changes in risks;
• And barely 18% remember a cybersecurity prevention message.
However, When advice is available, 60% of policyholders report taking it into account..
That's the key: being present at the right time, in the right way.
Fraud: a matter of transparency and fairness
Another key finding: 88% of insured individuals consider a strengthening of the fight against fraudperceived as a factor in increasing premiums.
A clear signal: to remain credible, insurance must not only protect, but also to guarantee the fairness of the system.
Digital technology, AI, and digital identity: practices that are becoming established.
The study also shows a clear acceleration of new reflexes:
• 53% use an insurance app;
• 32% have already used a chatbot;
• 72% have tested generative AI, including 22% for their insurance procedures.
A maturity that paves the way for smoother, more hybrid experiences, better integrated into the daily lives of policyholders.
👉For more information, You can read the full article right here.
And for Download the study here.