Insurance customers edging away from brokers?

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Insurance customers’ behaviour is shifting in favour of tech insurance providers as customers feel empowered to forego agents and brokers, according to a new report.

Consumers of all ages are adopting a “millennial mindset,” according to Capgemini and Efma’s World Insurance Report 2020. This means that consumers are increasingly trusting their own research to source and purchase insurance products themselves. Customers of all ages are also increasingly turning to digital channels in the face of the COVID-19 pandemic, the report found.

“Digital adoption is no longer a function of age; for those with access to the web and social

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