Toronto, Ontario -- New data shows Baby Boomers are feeling fatigued by fully digital insurance experiences — a signal that hybrid service models may be better suited to meet their needs.
The findings come from Insurity’s 2025 Digital Experience Index, which draws on behavioural data from more than 10 million policyholders. Insurity — a provider of cloud-based software for property and casualty insurers — offers analytics and digital engagement tools used across the insurance lifecycle.
According to the report, 59 percent of Baby Boomers prefer speaking to a person rather than using digital channels. While 63 percent of all respondents engage with digital platforms at least once a month, Boomers report the lowest satisfaction scores of any generation.
The research suggests the issue may not be a lack of digital adoption, but rather how those tools are designed and delivered. Older users continue to engage with digital tools regularly, but want the option of a human touch — especially when navigating complex claims or policy interactions.
“These are not minor usability complaints but are blockers to basic insurance functions,” said Sylvester Mathis, chief revenue and insurance officer at Insurity. “When nearly a third of Boomers are skipping claims altogether, it’s a sign that digital strategy cannot come at the expense of accessibility.”
