20.06.2025
Digital Claims Reporting in Motor Insurance: Between User Behavior, Acceptance Barriers, and Future Potential
An overview of all the results from our latest study
Digital transformation has also had a lasting impact on claims processes in motor insurance — or at least, it could. Despite fully developed online processes and high technical availability, the actual use of digital claims reporting still falls short of expectations. Why is that? What factors influence customer behavior? And what can insurers do right now? These are the questions we explored in a large-scale study.
Selected findings have already been published as a guest article in Versicherungswirtschaft heute. Here, we present the results, background, and recommendations in full detail.
Starting Point: The Accident as an Emotional Trigger
A car accident is a stressful and exceptional situation for those involved. Our findings show that two-thirds of all claims are reported on the day of the accident. In this moment, the need for control and guidance dominates. Digital channels can play a crucial role here — if they function intuitively, empathetically, and reliably. Yet trust and clear communication are often still lacking.
Digital Claims Reporting: Technically Ready, Psychologically Challenging
Although 75% of respondents know they could report their motor claim online, only about a third actually do. The key factor is perceived usefulness. If the digital channel doesn’t offer a clear advantage over calling the hotline, most people reach for the phone — out of habit and uncertainty.
Key Barriers: Insecurity, Distrust, and Lack of Familiarity
Digital channels are often associated with error-proneness, lack of support, and missing human interaction. Many fear making mistakes during the process. However, our study also shows: those who have already used online claims reporting tend to view it much more positively — and would use it again.
This means: the real hurdle comes before the first click.
What Really Matters: Speed, Transparency, and Control
In the second phase of the study, we conducted a MaxDiff analysis to identify which aspects offer the greatest perceived value to users. The result is clear:
Flexibility in time and location
Transparent and understandable process steps
Speed and efficiency
Notably: the desire for personal contact plays only a minor role — as long as the digital system builds trust and communicates the process clearly.
AI as an Enabler for the Next Level of Digital Claims Reporting
Modern digital claim journeys go far beyond a simple online form. AI-supported processes can analyze claims in real time, predict processing times, and offer instant action recommendations. For customers, this means: immediate guidance, no waiting, less effort — and a feeling of security when it matters most.
Conclusion: The Digital Channel Can Do More — If Positioned Correctly
Digital claims reporting is more than just a technical feature. It represents the next evolutionary step in claims management — with tangible benefits on emotional, cognitive, and functional levels. For it to gain traction in the market, insurers must address the real barriers and position the digital channel as a powerful, empathetic, and supportive alternative to the hotline.
About the Study:
The results are based on two surveys with over 2,500 participants in total, including around 1,600 with a recent motor insurance claim. Both surveys were conducted in 2024 and 2025 via the Qualtrics platform and evaluated using proven methods such as structural equation modeling and MaxDiff analysis.
Authors:
Roy Heiderich (Head of Key Account Management) and Michael Kubijowicz (Director Sales), ControlExpert