Consumer Limitations on the Digitalization of the Insurance Market and Ways to Overcome Them
The article analyzes consumer dispositions (preferences) in the Russian insurance market. Their influence on the digitalization of insurance activities has been revealed. The consumer preferences of policyholders and their impact on the digitalization of business processes have been studied. The actual results of a statistical study of the Internet sales channel of insurance services, as well as the results of a sociological study of consumer preferences of policyholders have been presented. The presence of consumer dispositions (preferences) in the insurance market that hinder the development of digitalization has been shown. Key trends in the digitalization of sales procedures and their settlement under insurance contracts have been identified. Recommendations have been formulated to take into account the peculiarities of consumer dispositions in the insurance market in the process of digitalization of insurance activities.