Seven in 10 Insurers Say They Deliver Personalized Experiences; Fewer Than Half of Consumers Agree
TransUnion (NYSE: TRU) released an insurance study showing a large gap between insurer and consumer views on personalization.
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Rhea-AI Summary
TransUnion (NYSE: TRU) released an insurance study showing a large gap between insurer and consumer views on personalization. While 70% of insurers believe they deliver personalized experiences, only 43% of consumers and 32% of Gen Z agree.
The report cites misaligned priorities, poor data quality and departmental data silos as major barriers. It stresses that connecting identity data across systems can help insurers maintain a persistent customer view and improve personalization across the policy lifecycle, from marketing to claims.
Details
News Market Reaction – TRU
On Jun 18, the day this news came out, TRU closed 0.25% above the previous close.
Data tracked by StockTitan Argus for the Jun 18 session.
Key Figures
- Insurers claiming personalization
- 70%
- Share of insurers saying they deliver personalized experiences
- Consumers seeing personalization
- 43%
- Share of consumers who agree insurers deliver personalized experiences
- Gen Z seeing personalization
- 32%
- Gen Z consumers reporting personalized experiences from insurers
- Summit attendees
- 112
- Insurance professionals at TransUnion Insurance Summit
- Leaders prioritizing investments
- 46%
- Insurance leaders prioritizing hyper-personalization, AI targeting and digital transformation
- Leaders citing consumer expectations
- 10%
- Insurance leaders citing evolving consumer expectations as key driver
- Data silos barrier
- 62%
- Insurance leaders citing departmental data silos as biggest barrier
Historical Context
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New Chief Marketing and Communications Officer role added to leadership.
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Q2 2026 Consumer Pulse report on optimism and affordability pressures.
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Expansion of TruIQ Data Enrichment on Snowflake AI Data Cloud.
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Named 2026 Media and Entertainment Snowflake Product Partner of the Year.
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Named one of America’s Most Trustworthy Companies 2026 by Newsweek.
24h Move is the share-price change in the day after each event; other market factors may also have contributed.
Key Terms
hyper-personalization technical
digital transformation technical
first-party data technical
AI-generated analysis. How Rhea-AI works. Not financial advice.
TransUnion report finds the gap is even wider for Gen Z
CHICAGO, June 18, 2026 (GLOBE NEWSWIRE) -- A new TransUnion (NYSE: TRU) study reveals a significant gap between insurers’ perceptions and consumer experience. While
TransUnion presented the research at its recent Insurance Summit, which brought together 112 insurance professionals.
“Persistent inflation has heightened consumers’ focus on price and value,” said Patrick Foy, senior director of strategic planning for TransUnion’s insurance business. “When customers don’t feel engaged through personalization, they’re more likely to switch providers, even for modest price differences. Insurers should be especially concerned that so few Gen Z consumers report personalization, as they represent the future of the market.”
The biggest challenges to personalization
The report underscores the importance of delivering personalized experiences across the entire policy lifecycle to demonstrate value and strengthen engagement. However, many insurers struggle to do so due to misaligned organizational priorities and fragmented, siloed identity data.
The report found that
More than half of insurance leaders cited poor or incomplete data and integration as barriers to personalization. Additionally,
“Most insurers have a wealth of first-party data, but it remains inconsistent across departments, and few organizations operate from a unified source of truth,” said Karen Imbrogno, co-author of the study and manager of market development for TransUnion’s insurance business. “As a result, many insurers are operating with an incomplete view of the customer, and you can’t personalize to someone you can’t see.”
The report highlights that connecting consumer identity across multiple signals enables insurers to maintain a persistent view of their customers and deliver personalized and seamless experiences across the policy lifecycle. From initial advertising to customer service and claims, insurers who get identity right can make customers feel confident that they are well protected.
To explore findings from the full Insurance report, click here and watch the TransUnion webinar: From Boardroom Bets to Buyer Beliefs: Bridging Marketing Strategy and Expectation.
To learn how TransUnion’s identity solutions help insurers deliver more precise personalization and create consistent, seamless customer experiences, click, here.
About the surveys
TransUnion partnered with Arizant, an independent B2Bresearch firm, to field a blind quantitative study examining how insurance leaders prioritize personalization, data strategy and customer engagement. The study surveyed 100 senior insurance decision-makers who: serve across business lines, including: property and casualty (P&C), life and multiline; were employed at a company with at least
In addition, TransUnion fielded a consumer study that was nationally representative of US insurance consumers to measure expectations, perceptions, and experience across key lifecycle moments.
About TransUnion (NYSE: TRU)
TransUnion is a global information and insights company with over 13,000 associates operating in more than 30 countries. We make trust possible by ensuring each person is reliably represented in the marketplace. We do this with a Tru™ picture of each person: an actionable view of consumers, stewarded with care. Through our acquisitions and technology investments we have developed innovative solutions that extend beyond our strong foundation in core credit into areas such as marketing, fraud, risk and advanced analytics. As a result, consumers and businesses can transact with confidence and achieve great things. We call this Information for Good® — and it leads to economic opportunity, great experiences and personal empowerment for millions of people around the world. http://www.transunion.com/business
| Contact | Dave Blumberg TransUnion |
| david.blumberg@transunion.com | |
| Telephone | 312-972-6646 |
FAQ
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