Millennials want a personal touch when making a claim, but not too personal

When it comes to making a claim, millennials want a more personal approach, but with the benefits of new technology.

A survey from Auger, the independent specialist serving the insurance industry for drainage and water mains claims, claims that the need to speak to someone on the phone grows with age.

It says that 64% of 18-24 year-olds prefer using technology, mostly online chat.

That 64% is made up people preferring online chat (31%), logging on to a website (17%) or using a mobile app (14%).

25-34 year-olds showed similar results, with 29% preferring online chat, 18% preferring a website, and 13% using a mobile app.

The preference for speaking to someone on the phone when making an insurance claim rose with age from 37 per cent of 18-24s up to 76 per cent for the 65s and over.

The survey also showed that the two main criteria people want from carrying out an insurance claim is that it is ‘hassle-free’ and ‘speedy’.

David Brewster, managing director of Auger said: “One of the main challenges of adopting new and emerging technology is to retain the personal aspect. If a service is automated or using AI then it still needs to retain the human element which this research has shown is important to customers. It’s not enough to provide the answer in an automated manner, it needs to be done with personality.”

He added: “The insurance sector and related industries also need to be preparing for the demands of future homeowners or risk losing the next generation of clients to market disruptors who are more in touch and engaged with how customers want to interact and do their business.

“At the same time, we should not leave behind those who still want to speak to someone when it is most important to them.”

The survey questioned 2,000 consumers across the UK across all age ranges and gender 18-65 and above.