New-age players like fintechs, insurtechs, and e-commerce platforms are changing how insurance is bought and serviced. As a result, customers now want simplicity, speed, transparency and personalised products—all together.

1️⃣ Value Means Personalization, Not Just Low Premiums

In the past, “value” simply meant lower cost.

Today’s customer—especially millennials and Gen-Z—expects insurance that fits their life-stage, lifestyle, health needs, and financial goals.

Here’s what this means for insurers:

✔️ Hyper-personalised covers using wearable or car data
✔️ Usage-based health or motor covers
✔️ Add-ons that can be customised anytime
✔️ AI-driven recommendations that feel personalised

📌 Shift to remember: From product-focused selling to customer-focused value.

2️⃣ Convenience Is the New Competitive Advantage

In 2026, convenience is not an add-on—it is mandatory.

Indian customers are used to UPI, Aadhaar, instant onboarding, and one-tap digital services. They now expect the same from insurance.

Where insurers must improve:

✔️ One-click onboarding using digital KYC
✔️ Instant policy issuance
✔️ Faster claims through apps or WhatsApp
✔️ Automated claim approvals for small-value claims
✔️ Seamless switching between online and human assistance

💡 Remember: The insurer who delivers a zero-friction experience wins loyalty.

3️⃣ Trust Comes From Transparency and Fast Claims

Historically, trust has been a weak area for insurance because of:

❌ confusing terms
❌ unclear exclusions
❌ slow claim settlement

But customers in 2026 are smarter and more vocal.

They expect:

✔️ Simple communication, not legal jargon
✔️ Clear exclusions upfront
✔️ Real-time claim status updates
✔️ Quick and predictable payouts

📌 With IRDAI’s focus on “Insurance for All by 2047,” customers will demand greater clarity, faster claims, and higher accountability.

4️⃣ Embedded Insurance Is Becoming Normal

Customers now prefer insurance that is built into their existing journeys, without separate buying effort.

Examples:

✔️ Flight ticket + travel insurance
✔️ Pharmacy or e-commerce apps + micro-health covers
✔️ Smart cars + connected motor insurance
✔️ SME lending platforms + business insurance

By 2026, ecosystem-driven insurance will be mainstream in India.

Customers will expect insurance to reach them automatically, not the other way around.

5️⃣ How Insurers Can Stay Ahead

To meet future expectations, insurers should:

✔️ Invest heavily in AI, analytics and digital decision-making
✔️ Build real-time underwriting and claim engines
✔️ Engage customers throughout the year, not only at renewal
✔️ Train advisors to use modern tools and offer guided conversations
✔️ Focus on lifetime customer relationships, not just policy issuance

Final Takeaway

💬 The insurance customer in 2026 wants:
⭐ personalised value
⭐ effortless convenience
⭐ transparent claims they can trust

Insurers who combine technology, advisory, and customer-first design will lead the future of insurance in India.