A new report from the Capgemini Research Institute and LIMRA finds that 42% of consumers are confused, uncertain, or unconvinced by the life insurance information they encounter, with one in four dropping out of the purchase journey before completion. The World Life Insurance Report 2027, which surveyed more than 6,100 consumers worldwide, identifies overly technical language at 37%, affordability concerns at 35%, and a perceived lack of relevance to life stage at 25% as the top reasons people walk away. While 51% of consumers plan to use generative AI tools to research and compare products, two-thirds still prefer working with a human advisor to finalize coverage, and 85% want advisor interaction at some point in their journey. The report also finds that nearly 40% of policyholders rarely hear from their insurer after purchase, and half of those who discontinue coverage do so within the first three years. Best-in-class insurers, representing only 10% of all carriers, achieved 41% higher revenue growth over the past three years and 12% lower lapse rates than mainstream peers by combining consumer-led strategies with intelligence-powered operations.
Capgemini SECapgemini Research Institute's report highlights insurer opportunities in consumer-led, AI-powered operations, positioning Capgemini's services to capture that demand
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