What is creating friction in the life insurance application process?

Consumers are more digitally prepared than many life insurance application processes assume.

Applicants already use digital tools to access and manage their health information—but the life insurance application experience often still depends on lengthy questionnaires, manual medical history collection, and time-consuming follow-ups.

That disconnect can create unnecessary friction at one of the most important stages of the customer journey.

The LexisNexis® Life Insurance Consumer Experience Study reveals what applicants really think about the application process, what causes them to disengage, and how they prefer to share their medical information with carriers.

What You’ll Discover in the Report 

• What drives applicants to abandon the application process
• Which steps create the most effort and frustration
• How long application timelines affect customer satisfaction
• Why familiar digital health tools could improve the applicant experience
• How easier access to medical information may support faster underwriting decisions

One finding is especially important: consumers may be far more comfortable sharing health information digitally than the industry commonly assumes.

The report explores how patient portals and digital medical record access could help carriers reduce manual work, minimize follow-ups, and create a process that better reflects how consumers already manage their healthcare information.

For carriers focused on improving placement rates, accelerating underwriting, or modernizing the customer journey, these insights offer a valuable look at where today’s application process may be falling short—and where the greatest opportunities may exist.