Bridging the Customer Protection Gap: How Insurers Can Respond to Generational Shifts in Risk and Readiness

In today’s volatile economic environment, insurance customers face a growing disconnect between what matters most to them and what actually protects them. Tune into this Majesco podcast, based on our recent primary research with insurance customers, to see how this expanding protection gap is changing customer expectations, influencing product purchases, driving demand for new solutions, and shaping the future of insurance.We break down the research by generation and examine protection gaps across lifestyle, financial, and safety/security risks, many of which are significant. Financial risks emerge as the most under-protected area, with especially large gaps affecting both Gen Z and Millennials and Gen X and Boomers. Safety and security risks show smaller overall gaps, reflecting traditional insurance coverage and long-standing industry strengths, but emerging threats like cybercrime still expose meaningful vulnerabilities.Most importantly, consumers who have the right products feel significantly more prepared, making it clear that the challenge is not a lack of solutions, but a lack of alignment, adoption, and perceived value. This story is not only about risk, but also about opportunity: our research shows that when consumers have the right products, their sense of preparedness can rise dramatically, sometimes by 30–40 percentage points. So why are they still not adopting them, and how can insurers close the gap between awareness, relevance, and action?Also explored is how AI, especially Generative and Agentic AI, is becoming a powerful bridge between concern and confidence, helping insurers deliver more personalized, proactive, and trusted customer experiences. If you want to better understand shifting customer expectations, needs, and behaviors, uncover untapped growth opportunities, and redefine your value in a rapidly changing market, this podcast will give you the insights and roadmap you need.