"And it is the same with the issue of trust. The caricature of the industry is that when a claim is made, the insurer will try to chip away at the amount and the customer will chuck in a few extra items which were not lost or stolen in anticipation of this."
Raconteur from The Times: Future of Insurance June 14th 2017
Insurtech can certainly help- see:-
" Insurtech- raising NPS to high 80s is the name of the game" for evidence and practical solutions.
Raconteur highlights the fact that after a period of some hype and hubris traditional carriers and brokers are in fact investing and deploying to a greater or lesser extent.. The danger for many is that the speed of change has accelerated and will continue to do so.
McKinsey presents evidence that the early and successful implementers will win the lion's share of profits. See:-
Don't get left behind!
Most of the consumer apps, which have achieved significant success in other areas, provide new and easier ways for people to find, buy and have delivered something they really want. These apps are pushing on an open door. The problem with insurance is that nobody really wants it. People might understand they would be wise to buy it; they might even as drivers be compelled to have it, but that does not make it a purchase they enjoy. New technology can deliver insurance more cheaply, enable customers to shop around and make the process much faster, simpler and easier. But it cannot overcome this basic antagonism.