A new global report by the Capgemini Research Institute and LIMRA highlights gaps in engagement between insurers and policyholders after a policy is purchased. Nearly 40% of policyholders surveyed said they rarely hear from their life insurer after purchase.
The World Life Insurance Report 2027, based on a survey of 6,175 consumers across 18 countries, also found that half of consumers who discontinue their life insurance coverage do so within the first three years. Around 48% said they would be more likely to continue with an insurer that provides proactive guidance before, during and after the purchase.
For policyholders, the findings highlight the importance of periodically checking whether their existing coverage continues to meet their circumstances.
Review whether the cover still meets your needs
A policyholder’s financial responsibilities can change over time. A rise in income, additional loans, marriage, children or other changes in dependants can alter the amount of financial protection required.
Policyholders can therefore review their existing cover when there is a significant change in their financial or family circumstances, rather than assuming that the original level of protection will remain sufficient throughout the policy term.
Check policy terms and understand the coverage
The report found that complexity is one of the barriers faced by people considering life insurance. Technical language was cited by 37% of respondents, while 35% pointed to affordability concerns and 25% said they did not see life insurance as relevant to their life stage.
For an existing policy, policyholders should understand what the policy covers, its exclusions and conditions, the premium-payment requirements and the circumstances under which benefits are payable.
If any provision is unclear, the policyholder can seek clarification from the insurer or a qualified insurance advisor rather than relying on assumptions about the coverage.
Keep beneficiary details updated
Policyholders should also review the beneficiary or nominee details associated with their policy, particularly after major life events.
Changes in family circumstances can make it important to check whether the information recorded with the insurer is current. The exact process and legal effect of nomination can vary depending on the policy and applicable rules, so policyholders should check with their insurer when making changes.
Check premium payments and policy status
Keeping premiums up to date is another basic part of maintaining life insurance coverage. Policyholders should check their payment schedule and confirm that the policy remains active, particularly after changing bank accounts or payment instructions.
The applicable grace-period, revival and lapse provisions depend on the policy terms. Consumers should refer to their policy documents and insurer for the specific conditions applicable to their coverage.
Employer-provided cover may need a separate review
The report also examined group life insurance provided through employers. While 57% of employees surveyed said they were generally confident about their employer-provided coverage, the report said many had never formally assessed whether it suited their needs.
Employer-provided insurance should therefore not automatically be assumed to be sufficient for an individual’s entire protection requirement. Employees can check the amount of cover provided, the circumstances in which it applies and what happens to the coverage if they leave the employer.
Whether additional individual coverage is required would depend on a person’s financial responsibilities and existing protection.
AI may help with research, but human advice remains relevant
The report found that 51% of consumers planned to use generative AI tools to research and compare life insurance products. However, about two-thirds said they preferred working with a human advisor when finalising coverage decisions, while 85% wanted interaction with an advisor at some point during the purchase journey.
For policyholders, AI tools may help explain terminology or organise questions, but policy documents and information provided by the insurer remain the relevant sources for understanding the terms of a specific policy.
The report’s findings are based on consumer responses across 18 countries and should therefore be viewed as global findings rather than measures of consumer behaviour in any one market.
The research was conducted between April and June 2026 and also included interviews with 198 senior insurance executives across the Americas, Europe and Asia-Pacific.