Policyholders demand proactive insurance guidance over transactional ties

The survey of over 1,600 policyholders reveals a significant disconnect between consumer desires and current industry practices. While nearly 9 in 10 customers value preemptive alerts regarding their policies, over half report they have not received any proactive outreach from their provider in at least a year. This gap leaves many consumers feeling financially vulnerable, with 67% noting that a sudden $1,000 expense for home or auto repairs would cause personal hardship.

Bryan Davis, president of VIU by HUB, describes the current state of the industry as a "situationship" rather than a true partnership. He argues that insurance providers must evolve beyond reactive claims handling to anticipate life changes—such as home renovations or new liabilities—before they result in coverage gaps. The research suggests that trust is the new currency, as 77% of respondents expressed a willingness to purchase insurance through existing relationships with banks, mortgage lenders, or car manufacturers if those entities provided access to licensed professional guidance. As consumers increasingly view insurance as a complex utility, the pressure mounts on firms to leverage data to offer timely, relevant advice rather than waiting for the customer to initiate contact.