The Payments Gap: How Do Consumers Want to Pay for Insurance?

Learn what policyholders expect from premium payments—and where insurers are falling short.

In this latest research, Celent explores the premium payment experience across more than 500 consumers and 50 insurers. The findings highlight a clear disconnect between what carriers deliver and what policyholders value most.

If you're looking to improve payment experiences and reduce friction across the policyholder lifecycle, these insights are a must-read.

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What’s Driving the Premium Payment Experience

Convenience First: 80%+ of consumers rank ease, choice of method, and flexibility as essential.
Clarity Leads: Clear communication is the most important feature in the payment experience.
Reliability Matters: Security and consistency remain foundational expectations.
Preference Gaps Exist: Many consumers cannot pay using their preferred method or channel.
Digital Expectations Are Rising: Younger policyholders increasingly prefer digital payment methods.

Download the full report for actionable insights on improving payment experiences, aligning with policyholder expectations, and reducing operational friction.

2026 - 05 - Whitepaper - Celent Payments Gap_Page_01

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