Business
Seven in 10 Insurers Say They Deliver Personalized Experiences; Fewer Than Half of Consumers Agree
TransUnion report finds the gap is even wider for Gen ZCHICAGO, June 18, 2026 (GLOBE NEWSWIRE) -- A new TransUnion (NYSE: TRU) study reveals a significant gap between insurers’ perceptions and consumer experience. While 70% of insurers say they deliver personalized experiences, only 43% of consumers agree. The disconnect is even more pronounced among Gen Z, with just 32% reporting personalized experiences. TransUnion presented the research at its recent Insurance Summit, which brought together 1
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TransUnion report finds the gap is even wider for Gen Z CHICAGO, June 18, 2026 (GLOBE NEWSWIRE) -- A new TransUnion (NYSE: TRU) study reveals a significant gap between insurers’ perceptions and consumer experience. While 70% of insurers say they deliver personalized experiences, only 43% of consumers agree. The disconnect is even more pronounced among Gen Z, with just 32% reporting personalized experiences. TransUnion presented the research at its recent Insurance Summit, which brought together 112 insurance professionals. “Persistent inflation has heightened consumers’ focus on price and value,” said Patrick Foy, senior director of strategic planning for TransUnion’s insurance business. “When customers don’t feel engaged through personalization, they’re more likely to switch providers, even for modest price differences. Insurers should be especially concerned that so few Gen Z consumers report personalization, as they represent the future of the market.” The biggest challenges to personalizationThe report underscores the importance of delivering personalized experiences across the entire policy lifecycle to demonstrate value and strengthen engagement. However, many insurers struggle to do so due to misaligned organizational priorities and fragmented, siloed identity data. The report found that 46% of insurance leaders prioritize investments in hyper-personalization, AI targeting, digital transformation and martech modernization. However, most base these decisions on internal growth targets and revenue goals. Far fewer prioritize evolving consumer expectations, which ranked fifth, with only 10% citing them as a key driver. This gap suggests insurers aim to improve personalization but have not fully prioritized customer needs. More than half of insurance leaders cited poor or incomplete data and integration as barriers to personalization. Additionally, 62% said departmental data silos are the biggest barrier to effective data and customer relationship management strategies. “Most insurers have a wealth of first-party data, but it remains inconsistent across departments, and few organizations operate from a unified source of truth,” said Karen Imbrogno, co-author of the study and manager of market development for TransUnion’s insurance business. “As a result, many insurers are operating with an incomplete view of the customer, and you can’t personalize to s...