What Do Insurance Customers Really Want in 2022?

March 16, 2022
By: Voldico

Do you know what insurance customers really want in the new year? Here are some tips to stay on top of consumer expectations in 2022.

If you're an insurance agent, giving your customers what they want will drive your success. Unhappy customers lead to poor business. If you've been in the insurance industry for a long time, you probably also know that consumer needs can change as years go by.

To be a successful insurance agent, you've got to keep your eye on these changing needs. Knowing what clients want is the key to success as an insurance agent. In 2022, consumer expectations will be shaped by many facets of our changing world. Here's what you can expect for the coming year.

Fast, Personalized Service

Nowadays, it seems like everyone has a smartphone in their hand. Consumers use apps to interact with their favorite businesses on a regular basis. This creates an expectation for on-demand services and constant availability - the kind you can only get from an app.

It seems almost counterintuitive then that consumers should expect personalized service from their insurance agent. What they really want is a hybrid of the electronic and in-person insurance experience. Consumers want to interact with their insurance agents, but like using an app, they want those interactions to be immediate and productive. They want accurate information from their agent, available with just a single phone call.

Consumers also expect the information they gather from their insurance agent to be tailored to their situation. They want empathy, advice, and meaningful information.


Consumer trust can be hard to win, but having it is a critical part of doing business in the insurance industry. Consumers want to know their data is safe, it's used wisely, and with their consent.

For insurance agents, this means using technology wisely, taking precautions to keep customer data secure, and keeping customers informed about how their data is being used, for what purpose, and how it's being safe. You could have the best data protection practices in the world, but would never get credit for it if consumers didn't know about it. Don't let that happen!

Better Coverage in Exchange for Better Data

Most people are willing to provide information about themselves - personal information - if it means that they can get a better deal on their insurance or a better rate. Knowing which questions to ask and how to use customer data can result in more personalized pricing for consumers, and that's what they want.

Over 50% of consumers are willing to share information about their location and their personal lifestyle data, provided that they can get lower rates for everything from car insurance to life insurance.

Access to a Wide Range of Products and Services

Now more than ever, consumers expect their insurance agents to provide access to a wide range of products and services. They want more insurance packages to shop from, and also the option to transact with their insurance agent in different ways, wherever and whenever they want. This means that insurance agents can get creative with their offerings and their business model, to find what works for their customers.

Excellent Customer Service

One thing that doesn't ever seem to change is the level of customer service that customers expect from their insurance agents. Consumers want their insurance agent to provide excellent customer service through the process of buying insurance and filing a claim. Agents that are prepared to offer excellent customer service will naturally have an edge over other agents.

You Can Offer What Customers Want. Join Voldico.

If you're an insurance agent seeking new ways to offer what your customers want, join an insurance cluster that makes it easy. Voldico provides members access to a multitude of carriers, to help you meet the needs of your customers. To get started, contact Voldico today.