Consumer Trends Report 2019​

Key findings:

  • Transparency and disclosure of information to consumers has overall improved  
  • The digitalisation of the insurance sector continues showing potential for improving the consumer experience and brings new opportunities for insurers
  • However, areas that could cause potential consumer detriment continue being reported, with possible risks for consumers across the product lifecycle
  • Particular concerns relate to unit-linked, credit life/credit protection and add-on insurance products as well as claims management in motor insurance