{
  "id": 8231240,
  "title": "How consumer expectations are reshaping B2C insurance",
  "url": "https://urgent.news/2026/09/18/how-consumer-expectations-are-reshaping-b2c-insurance",
  "topic": "business",
  "section": "Business",
  "published": "2026-09-18T10:57:44.000Z",
  "source": {
    "name": "EU-Startups",
    "slug": "eu-startups",
    "url": "https://www.eu-startups.com/2026/09/how-consumer-expectations-are-reshaping-b2c-insurance/"
  },
  "original_language": "en",
  "account": "Insurance companies typically operate by charging customers a premium, and then paying out on claims when incidents occur. This reactive approach is being challenged as technology advances and consumer expectations change. Insurers now have a chance to shift from simply responding to incidents to becoming more proactive in supporting their customers. By using technology and behavioral science, insurers can focus on preventing issues before they arise and providing value throughout the lifetime of a policy.\n\nThe future of insurance should move beyond just risk compensation and instead emphasize risk management and customer engagement. Insurers can leverage behavioral data, AI, and in-app communication to educate customers on risks and provide personalized information and reminders. For example, pet insurance policies could offer preventative care advice based on factors like the animal's age or breed, alongside routine care reminders.\n\nConsumers are increasingly expecting speed, simplicity, and personalization from all digital services, including insurance. Instant responses, straightforward processes, and proactive communication are now standard expectations. Insurance companies must adapt to these evolving customer expectations, offering not just digital convenience but also understanding individual circumstances while still providing human support when needed.\n\nInstead of solely focusing on providing a nice app, insurers must prioritize nurturing the relationship with their customers. By using AI as a tool to remove friction and enhance the customer experience, while preserving human empathy for complex cases, insurers can offer value beyond the moment a customer needs to file a claim. The insurers that succeed in this AI-driven market will be those that leverage technology to create a better overall customer experience through simpler claims, greater transparency, and personalized products.",
  "summary": "Simply put, insurance is designed to provide support when something goes wrong, which has historically given insurers little incentive to prevent those events from occurring in the first place. Most insurers operate on a model in which customers pay a premium, an incident occurs, a claim is submitted and assessed, and the insurer pays out […] The post How consumer expectations are reshaping B2C…",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}