In the first quarter of 2025, Deloitte conducted a study on the digital customer interaction of insurers in the EMEA region. The research was based on i) mystery shopping by customers of insurers, ii) a UX audit by Deloitte Digital professionals, and iii) a consumer survey of 1,000 consumers per country. A total of 93 insurance companies from 16 countries were assessed, with insights highlighting opportunities for improving digital functionality and the user experience.
Click here to download the Digital Insurance Maturity report 2025
KEY INSIGHTS FROM THE NL RESULTS
The research reveals several critical insights into the performance of Dutch insurers in terms of digital maturity:
- Overall functionality: Across the customer journey, functionality often falls short of customer expectations, with noticeable gaps in nearly every interaction step.
- Claims & assistance: This category showed the most significant digital gaps, particularly in functionalities related to booking experts and filing claims. Enhancing these capabilities could involve offering access to knowledgeable experts for cost estimations and developing a fully digital claims journey.
- Customer support preferences: While online channels are preferred for most interactions, support remains a notable exception, with a majority of customers preferring phone-based assistance for clarity and reassurance.
- User Experience (UX) issues: The UX audit indicates critical areas requiring improvement, especially in trust, persuasion, and form functionalities, which significantly impact user satisfaction.
- Digitalisation strategy: Insurers need to digitalise processes without compromising human interactions, particularly in areas requiring empathy and complex problem-solving.
CONTACT US
For further inquiries regarding the study and results specific to the Netherlands, please contact Robert Collignon or Joep Dekkers via the contact buttons below. We welcome discussions on how these insights can contribute to improving digital insurance services and customer experience across the industry.
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Robert Collignon
Robert is Director in the Customer Strategy practice with a focus on the insurance and wealth management industry. He has over 20 year experience both as a consultant as well as in working for FSI industry organisations. His passion is to design and deliver winning strategies, brands and customer propositions which benefit organizations and contribute to a better society. Typically this involves business model innovation, digital transformation, new venture design, partnership strategies, digital technology (data management, marketing automation), operating model design and proposition design. Prior to joining Deloitte Robert was the global Head of Brand & Customer Strategy at an insurance organization, he is one of the proud founders of GoBear (www.gobear.com) - a successful FinTech in the financial services industry in Asia and author of ‘Pensioen voor Dummies’.
Joep Dekkers
I’m a Partner at Deloitte Consulting and work in the Analytics & Cognitive Department in the Netherlands. I focus on the Financial Services Industry (FSI) and specific Insurance companies. I have over 12 years of experience in management consultancy on several topics such as Analytics & Cognitive, Chief Data Officer services, Analytics for Leaders, Analytics Academy, Insight & Data Driven Organization, Within Deloitte I’m responsible for the first international and cross-function Analytics Traineeship for all Deloitte Functions (Consulting, Risk, Tax, Audit, Financial Advisory). The last years I’ve been involved in several strategic programs to help Insurance organizations such as NN, Achmea and Aegon to become more insight driven.