A New Generation of Life Insurance: Why Customer Experience Can’t Be Overlooked

Life insurance has long been a product considered transactional by both agents and policyholders, with minimal client engagement or communication beyond the point of sale. However, younger consumers, particularly Millennials and Gen Z, are demanding a more personalized, holistic approach from their agents or brokers, changing how people perceive and purchase life insurance.

Key takeaways

1. 1. Life insurers are increasingly overhauling their customer experience to fit better the consumer demands of younger beneficiaries, particularly those of the Gen Z and Millennial generations.
   2. Agents and brokers can also tailor their offerings by engaging on social media platforms and utilizing data and analytics to improve their personalized services and communications.
   3. Reframing life insurance as more than a financial product may also help your message resonate with younger clients looking for a holistic approach.