Insurance customers value communications from their insurers, and expect accurate, timely, and relevant communications through their preferred channel. By delivering those things, you build trust with customers and members for long-lasting relationships.

The insights below come from a Computershare survey of 400 Canadian insurance customers and their attitudes to the communications they receive from their insurance provider.

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Do customers see value in essential communications?

70% of customers find insurance communications valuable with over two-thirds saying they appreciate their insurance provider communications.

What are their preferred communication channels?

74%

Email

45%

Postal mail

34%

Online portal

33%

Text messages

Are communications meeting customer needs?

Overall, 71% say their provider communications mostly or completely meet their needs. Older generations are more satisfied with their provider's communication experience compared to younger generations.

60%

Gen Z

68%

Millenials

73%

Gen X

83%

Boomers

In their own words: customers share their thoughts

“Essential communications from my insurance provider [are] professional, caring, and warm.”

“Hard to understand. ”

“Too long to read.”

“Very informative and explains everything I need to know.”

What customers look for in insurance communication

There are certain characteristics insurance customers value in their communications:

  1. Accuracy
  2. Easy to understand
  3. Clear instructions on next steps
  4. Conciseness
  5. Personalized

Consumer behaviour regarding unclear communications

When insurance customers receive unclear communications, their most common reactions are confusion and annoyance. In fact, 38% say they would consider switching providers—though Boomers are less likely to switch than other generations.

Likelihood of switching

40%

Gen Z

41%

Millenials

43%

Gen X

25%

Boomers

 

The importance of clear communications

Clear communications, on the other hand, build trust. Over half (51%) of customers said clear communications make them trust insurers much more. Across most generations, those numbers are fairly high:

28%

Gen Z

57%

Millenials

59%

Gen X

62%

Boomers

 

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We are Computershare

At Computershare, we turn our client's complex data into clear, compliant communications that build trust and drive results. With deep expertise across regulated industries, we know what's at stake when every message matters. For over 30 years, we've worked with some of the world's most recognized brands, delivering their communications accurately, securely, and on time.

From strategy, design, and composition to multi-channel delivery and digital archiving, our comprehensive solutions help you engage customers and members, build stronger relationships, reduce risk, and deliver measurable business outcomes. When communications are critical, clients trust us to deliver confidence in every communication.

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Survey details: Computershare engaged Dynata to undertake research into consumer attitudes towards transactional communications. The information presented focuses on the survey responses of 400 Canadian insurance customers aged 18-69 years. The data was collected in May, 2025.

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No part of this document may be reproduced, by any means, without the prior and express written consent of Computershare. The content of this document is intended to provide a general overview of the relevant subject matter and is not intended as advice of any kind. The document includes information that is based on key findings from the consumer study conducted by Computershare and Dynata, and which is subject to the scope, qualifications, assumptions and limitations and other parameters contained in that study. The Computershare Group accepts no responsibility for the accuracy or completeness of any information contained in this document. It is important that you seek independent professional advice relating to the subject matter of this document before relying on it. The Computershare Group reserves its rights to amend this document at any time.