The year 2020 is a year like no other and has escalated customers' expectations for personalized digital engagement from insurers. Consumers have been perfecting their digital savviness and now demand personalized digital engagement from their insurance providers that brings added value. Our 2020 DXC Insurance Survey Report aims to amplify the voice of the U.S. consumer and provide insights to the insurance community.

Insurance Consumer Survey Report

More than 2000 U.S. consumers participated in DXC's insurance survey, and now we're sharing our findings with you. Our goal is to provide more insight into how these shifts in consumer sentiment can open doors to new opportunities to those listening and willing to invest in and embrace change.

Consumers expect insurers to deliver a customer experience comparable to those of other businesses with which they interact, and many are left unsatisfied. By embracing new technologies, infrastructure and partner solutions, insurers can transcend the traditional insurance proposition to become proactive partners in helping customers manage risk, prevent losses and improve holistic wellness.

What's working

Businesses are using new technologies to disrupt their industries and get ahead of the competition. They’re embracing technologies such as artificial intelligence (AI) and machine learning, and they’re seeing the benefits.

66% of consumers are willing to use technologies in exchange for better services and/or lower insurance premiums

42% are worried that they are under insured

87% are comfortable sharing personal and lifestyle information to reduce premiums

56% store some data in the cloud

For additional findings and our recommendations for the industry, download the report.

Related content: Australian Insurance 2019: Data, reputation and loyalty in the digital age

Executive insights

“Insurers are in a position to improve loyalty and elevate their brand by helping consumers understand how their products and services work and by continuing to improve the claims experience. The insurance winners of tomorrow will be defined by their ability to place the consumer at the heart of their strategies today.”

Phil Ratcliff
Vice President and General Manager, Global Insurance
DXC Technology

“More than ever, consumers are now willing to use the latest digital innovations to share some level of personal and lifestyle information with insurers. This is an opportunity for insurers to invest in platforms and data solutions that help them be active players in this consumer-oriented digital economy.”

Sudhar Krishnamachary
Vice President, Insurance
DXC Technology

About DXC Technology

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. With decades of driving innovation, the world's largest companies trust DXC to deploy our enterprise technology stack to deliver new levels of performance, competitiveness and customer experiences. Learn more about the DXC story and our focus on people, customers and operational execution at

About Telsyte

Telsyte is Australia's leading emerging technology analyst firm. Telsyte analysts deliver market research, insights and advisory into enterprise and consumer technologies. Telsyte is an independent business unit of DXC Technology. Visit for more information.

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