24 PROTECTION TOMORROW
Zurich urges industry to
in response to customer demand
Louise Colley
Director of Retail Protection
Zurich
Nearly two thirds of respondents ( 65 %) prefer to self-submit medical information online and in their own time , compared to just 17 % who would choose to do so face-toface or virtually ( for 11 %) via their adviser .
The findings reflect a broader shift by customers towards online channels , exacerbated by the pandemic and recently highlighted in a McKinsey Global Survey of executives [ 2 ] whose companies have accelerated their digitisation by three to four years . The expectation is that customers who have engaged with businesses digitally through lockdown , will continue , driving further demand .
Convenience is the main reason for most customers wanting to submit medical information digitally ( 72 %), and it seems that this was also the case pre-COVID . This is followed by flexibility for nearly two thirds who said it gave them the time they needed without feeling under pressure ( 64 %).
Privacy is also an issue for 43 %, who said they may not feel comfortable discussing certain health and lifestyle matters with their advisers – such as mental health issues , alcohol consumption or previous drug use . Similarly , over a third ( 36 %) said they ’ re more likely to be honest on
Research published by insurer Zurich , [ 1 ] highlights a preference by customers for digital tools offering convenience when it comes to applying for protection .