Majesco Report Highlights Misalignment Between Insurer Priorities and Customer Needs
Event summary
- Majesco released a report on August 11, 2026, titled 'The Insurance Alignment Gap: Where Insurer Priorities and Customer Protection Needs Converge…and Diverge.'
- The research found insurers prioritize operational efficiency and AI while customers focus on affordability and trust.
- Five strategic opportunities were identified for insurers to bridge the gap: cost pressure alignment, financial risk protection, confidence-building experiences, preparedness as a value proposition, and visible customer benefits from AI.
The big picture
Majesco's report underscores a growing disconnect between insurer transformation agendas and customer expectations, driven by financial strain and rising costs. The insurance industry is at a crossroads where aligning internal modernization with external customer value will define competitive positioning in the next era of growth.
What we're watching
- Operational Shift
- How insurers will redesign their operating models to focus on customer-relevant value rather than internal efficiency.
- AI Implementation
- Whether AI investments by insurers will deliver visible, tangible benefits for customers beyond operational improvements.
- Customer Engagement
- The pace at which insurers transition from policy-centric to solution-centric engagement models.
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