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Some Baby Boomers skip filing insurance claims if the process is digital

A new survey shows this generation is suffering from ‘digital fatigue’

Updated:

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Mark Huffman
Reporter

Mark Huffman has covered consumer issues since 2004, with a special focus on protecting and empowering older adults. A former news correspondent for the Associated Press Radio Network, Westwood One, and ConsumerAffairs, Mark brings decades of journalistic experience to RetirementLiving.com. He is passionate about giving consumers a voice and helping them make informed decisions. Mark has also created educational content, including Senior Scam Alert, a video resource designed to help seniors recognize and avoid fraud. He holds a B.A. from the University of Kentucky and lives with his family in Richmond, Virginia.

Photo by Marvin Meyer on Unsplash

Key Insights

  • 59% of baby boomers prefer speaking to a person rather than using a fully digital insurance process.
  • Nearly 1 in 3 boomers have avoided filing claims due to complicated digital tools.
  • Insurity urges insurers to embrace hybrid models that balance digital access with human support.

Baby boomers grew up at a time when most TV sets didn’t have remotes, you listened to music on vinyl records and if you wanted to watch a movie at home, you first went to Blockbuster. So it may not be that surprising that a new survey shows this generation has a little “digital fatigue.”

Insurity, a cloud-based software provider for property and casualty insurance carriers and intermediaries, has released its 2025 Digital Experience Index. The national survey found a disconnect between insurers’ digital transformation initiatives and consumer preferences, particularly among baby boomers and Gen X policyholders.

Despite increased investment across the insurance industry in automation and digital self-service platforms, many older customers remain unconvinced. According to the survey:

  • 59% of baby boomers and 39% of Gen X respondents say they still prefer speaking to a person over navigating a fully digital process.
  • Only 7% of boomers and 14% of Gen X believe a fully self-service model represents their ideal insurance experience.
  • 28% of baby boomers admitted to avoiding filing a claim altogether due to a frustrating or overly complex digital process.

“These are not minor usability complaints but are blockers to basic insurance functions,” said Sylvester Mathis, chief revenue and insurance officer at Insurity. “When nearly a third of boomers are skipping claims altogether, it’s a sign that digital strategy cannot come at the expense of accessibility.”

The results may help explain the opposition the Social Security Administration received when it announced it intended to eliminate most telephone support for claim filing and routine service for retirement, survivor, disability/Medi‑Care, and SSI benefits.

The risk of a uniform digital strategy

As insurers accelerate digital transformation, aiming for streamlined operations and enhanced customer engagement, Insurity’s findings suggest that this strategy could backfire without inclusivity. The data paint a picture of a sizable customer segment that still values human interaction, especially during high-stress situations like claims processing.

“Insurers are often under pressure to modernize rapidly,” said Mathis. “But modernization must include empathy and choice. A hybrid model—offering both tech-driven ease and human guidance—might be the best path forward.”

The survey concludes that insurance companies should maintain accessible customer service channels, including phone and in-person support. The results suggest that companies regularly collect and act on user experience feedback from policyholders across all age brackets.