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Learn how COVID-19 is shaping the future of customer experience for life insurance.


This study examines how COVID-19 is affecting the experience customers have when engaging with the life insurance industry, and how this impact is expected to evolve through and beyond the current pandemic. Not only has the pandemic raised the visibility of the value of life insurance in the mind of consumers, it has also prominently introduced the use of digital technologies to support interactions with personal advisors. The acceleration of digital agendas, the evolving role of “human touch,” and the maturation of accelerated underwriting are all discussed.

The report is based on findings from a survey of 3800+ US consumers in July/August 2020, including those who shopped for life insurance prior to and during the pandemic.

No part of any report may be reproduced or translated without written permission from LIMRA. Please contact Customer Service for further information.

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