What consumers say

Transparency, Simplicity, and Fairness

Digital Efficiency and Real-Time Control

What consumers say

Transparency, Simplicity, and Fairness

Participants consistently emphasize the importance of clear, jargon-free communication, transparent pricing, and no hidden fees when discussing their needs and frustrations with insurance products.

Digital Efficiency and Real-Time Control

They repeatedly express a desire for seamless, mobile-first experiences—such as instant app-based management, real-time premium adjustments, and package-style claim tracking—while voicing impatience with outdated, paper-heavy processes.

What consumers think

Insurance as a Logical, Data-Driven Partnership

Skepticism Toward Legacy Practices

What consumers think

Insurance as a Logical, Data-Driven Partnership

Consumers view insurance not just as a mandatory expense, but as a partnership that should reward their safe habits, offer stable rates, and provide clear data on how their actions impact costs.

Skepticism Toward Legacy Practices

They are wary of 'black box' pricing, unexplained hikes, and loyalty penalties, believing that technology should make the process more transparent and personalized, not more confusing or arbitrary.

What consumers feel

Frustration with Opacity and Lack of Proactivity

Desire for Security and Empowerment

What consumers feel

Frustration with Opacity and Lack of Proactivity

Participants express annoyance and distrust when faced with sudden premium increases, unclear claims processes, or having to chase down discounts and information themselves.

Desire for Security and Empowerment

They feel most confident and loyal when products provide a sense of financial security, empower them with control over their coverage, and proactively support their efforts to save money and time.