CHICAGO, June  18, 2026  (GLOBE NEWSWIRE) -- A new TransUnion (NYSE:TRU) study reveals a significant gap between insurers&#39; perceptions and consumer experience. While 70% of insurers say they deliver personalized

Seven in 10 Insurers Say They Deliver Personalized Experiences; Fewer Than Half of Consumers Agree

TransUnion study on personalization gaps signals demand for TRU identity solutions in insurance

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  <section data-block="information">
    <h3>Information</h3>
    <p>CHICAGO, June  18, 2026  (GLOBE NEWSWIRE) -- A new TransUnion (NYSE:TRU) study reveals a significant gap between insurers&amp;#39; perceptions and consumer experience. While 70% of insurers say they deliver personalized</p>
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  <section data-block="ai-summary-paragraph">
    <h3>AI Summary</h3>
    <p>TransUnion&#039;s Insurance Summit reveals insurers overstate personalization (70%) versus consumer reality (43%), with Gen Z at 32%. Data silos and incomplete data hinder CRM, while 46% push hyper-personalization and AI-driven strategies. The trend could bolster demand for TRU&#039;s identity solutions in insurance, potentially benefiting its data analytics and marketing tech franchises.</p>
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  <section data-block="ai-summary-bullets">
    <h3>Key Points</h3>
    <ul><li>TransUnion study: 70% insurers claim personalization; 43% consumers agree.</li><li>Gen Z personalization satisfaction at 32%.</li><li>62% say departmental data silos hinder CRM; 46% invest in hyper-personalization.</li><li>Data quality and integration cited as major barriers to personalization.</li><li>Rising demand for identity solutions may benefit TRU&#039;s insurance offerings.</li></ul>
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  <section data-block="companies-mentioned">
    <h3>Companies Mentioned</h3>
    <ul><li><strong>TransUnion (TRU)</strong>: Issuer of the study; potential tailwind for TRU&#039;s identity, data, and analytics solutions in insurance.</li><li><strong>Arizant (N/A)</strong>: Independent B2B research firm that partnered with TransUnion to field the survey.</li></ul>
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  <section data-block="category">
    <h3>Research Analysis</h3>
    <p>Category: Research Analysis. The piece presents a market study on insurer personalization, framing TRU’s identity solutions as strategic beneficiaries of industry demand and data unification trends in insurance.</p>
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  <section data-block="market-moving">
    <h3>Market-Moving</h3>
    <ul><li>Insurer adoption of identity solutions could lift TRU&#039;s insurance vertical demand.</li><li>Gen Z personalization shortcomings highlight need for unified identity data—TRU core.</li><li>Near-term price impact uncertain without earnings or guidance updates.</li></ul>
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  <section data-block="key-facts">
    <h3>Key Facts</h3>
    <ul><li>Date: June 18, 2026.</li><li>70% of insurers say they deliver personalized experiences; 43% of consumers agree.</li><li>Gen Z: 32% report personalized experiences.</li><li>46% of leaders prioritize hyper-personalization and AI targeting; 10% cite evolving consumer expectations.</li><li>62% cite departmental data silos as biggest barrier to CRM.</li><li>Surveyed 100 senior insurance decision-makers; Insurance Summit involved 112 professionals.</li></ul>
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  <section data-block="trading-thesis">
    <h3>Trading Thesis</h3>
    <p>Bullish over 6–12 months as insurer digitization accelerates, benefiting TRU&#039;s identity solutions.</p>
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<link type="text/css" rel="stylesheet" href="https://www.globenewswire.com/styles/gnw_nitf.css"></link><p>CHICAGO, June  18, 2026  (GLOBE NEWSWIRE) -- A new TransUnion (NYSE:<a class="ticker" href="https://www.benzinga.com/quote/TRU">TRU</a>) study reveals a significant gap between insurers' perceptions and consumer experience. While 70% of insurers say they deliver personalized experiences, only 43% of consumers agree. The disconnect is even more pronounced among Gen Z, with just 32% reporting personalized experiences.</p>  <p>TransUnion presented the research at its recent Insurance Summit, which brought together 112 insurance professionals.</p>  <p>"Persistent inflation has heightened consumers' focus on price and value," said Patrick Foy, senior director of strategic planning for TransUnion's insurance business. "When customers don't feel engaged through personalization, they're more likely to switch providers, even for modest price differences. Insurers should be especially concerned that so few Gen Z consumers report personalization, as they represent the future of the market."</p>  <p><strong><em>The biggest challenges to personalization</em></strong><br></br>The report underscores the importance of delivering personalized experiences across the entire policy lifecycle to demonstrate value and strengthen engagement. However, many insurers struggle to do so due to misaligned organizational priorities and fragmented, siloed identity data.</p>  <p>The report found that 46% of insurance leaders prioritize investments in hyper-personalization, AI targeting, digital transformation and martech modernization. However, most base these decisions on internal growth targets and revenue goals. Far fewer prioritize evolving consumer expectations, which ranked fifth, with only 10% citing them as a key driver. This gap suggests insurers aim to improve personalization but have not fully prioritized customer needs.</p>  <p>More than half of insurance leaders cited poor or incomplete data and integration as barriers to personalization. Additionally, 62% said departmental data silos are the biggest barrier to effective data and customer relationship management strategies.</p>  <p>"Most insurers have a wealth of first-party data, but it remains inconsistent across departments, and few organizations operate from a unified source of truth," said Karen Imbrogno, co-author of the study and manager of market development for TransUnion's insurance business. "As a result, many insurers are operating with an incomplete view of the customer, and you can't personalize to someone you can't see."</p>  <p>The report highlights that connecting consumer identity across multiple signals enables insurers to maintain a persistent view of their customers and deliver personalized and seamless experiences across the policy lifecycle. From initial advertising to customer service and claims, insurers who get identity right can make customers feel confident that they are well protected.</p>  <p>To explore findings from the full Insurance report, click <a href="https://www.globenewswire.com/Tracker?data=njn0c96N8BNmyNOXZeN64y_q5KDwlkCBz2Ij2wyRwz44r1kzX-SDZb9OtLp0DQEYCNrIichGeVUtjORl1OCntvSgb1LparNs0OhEgAjDoUZ_q-aRsxolbvm6PJiVlK6OqfwMQMeWuvxEnxVe7FVTOu8MFsFQURlEIPkT2ntOqQ3LCEgWL_tTU_CqSDQymSb4IVWBq79F1z63oJvt68ufxhQJI191DtnzwpG-cQLk8MRwQhBunQmRJmpwO5KaH49FH-RTzjeHPgYEqv0-okvzTdobP_kZxqsMO1qkfyAX5WEeeXIfMNbdGDBI0yIO6CCb" rel="nofollow" target="_blank">here</a> and watch the TransUnion webinar: <em>From Boardroom Bets to Buyer Beliefs: Bridging Marketing Strategy and Expectation</em>.</p>  <p>To learn how TransUnion's identity solutions help insurers deliver more precise personalization and create consistent, seamless customer experiences, click, <a href="https://www.globenewswire.com/Tracker?data=njn0c96N8BNmyNOXZeN64-l3wuGjCQ3wUefvdjLH5I95q5kfXQAU6uvO4CiLsP6YXnk2vIeFsCMZKXc_lMqHkyXF__u115s9XtH63973hIRGP30S2e7mCh716IhPFwKI25bNazWFMofA0W-xJT1vD5hC9rGAr29x8wZSiOZXt7dNR4Jx3xgY0g-Ch43OKUeF_yoxKrdWIXBV76GOO1CRSwnkYulK887LBl8pqFWeuXb7mFzkg4yzKtZdoBaUYdMrBBpWU9zGmT_l0yBiewI6q6kasb48uq6VO-sKjIFalNQ=" rel="nofollow" target="_blank">here</a>.</p>  <p><strong>About the surveys</strong><br></br>TransUnion partnered with Arizant, an independent B2Bresearch firm, to field a blind quantitative study examining how insurance leaders prioritize personalization, data strategy and customer engagement. The study surveyed 100 senior insurance decision-makers who: serve across business lines, including: property and casualty (P&amp;C), life and multiline; were employed at a company with at least $2 billion in annual revenue; and were a director or above.<br></br></p>  <p>In addition, TransUnion fielded a consumer study that was nationally representative of US insurance consumers to measure expectations, perceptions, and experience across key lifecycle moments.</p>  <p><strong>About TransUnion (NYSE:<a class="ticker" href="https://www.benzinga.com/quote/TRU">TRU</a>) </strong><br></br>TransUnion is a global information and insights company with over 13,000 associates operating in more than 30 countries. We make trust possible by ensuring each person is reliably represented in the marketplace. We do this with a Tru&#x2122; picture of each person: an actionable view of consumers, stewarded with care. Through our acquisitions and technology investments we have developed innovative solutions that extend beyond our strong foundation in core credit into areas such as marketing, fraud, risk and advanced analytics. As a result, consumers and businesses can transact with confidence and achieve great things. We call this Information for Good<sup>&#xAE;</sup> — and it leads to economic opportunity, great experiences and personal empowerment for millions of people around the world. <a href="https://www.globenewswire.com/Tracker?data=h8QZ9W1oDtGSfwmu1NagomNKnQJ5N26DnwAN4tYLwrIeOk9lYlXYLfPjUuxOYn5Km55EZW_PQzcOViadT0cPZ17NEEUdqvLCIB9205loQbCeupID49OdZWiZdQsoEAIE" rel="nofollow" target="_blank">http://www.transunion.com/business</a></p> <table style="border-collapse: collapse; width:400px; border-collapse:collapse ;"><tr><td style="max-width:100px; width:100px; min-width:100px;;text-align: left ;  vertical-align: middle; vertical-align: top ; "><strong>Contact</strong></td><td style="max-width:300px; width:300px; min-width:300px;;text-align: left ;  vertical-align: middle; vertical-align: top ; ">Dave Blumberg<br></br>TransUnion<br></br><br></br></td></tr><tr><td style="text-align: left ;  vertical-align: middle; vertical-align: top ; "><strong>E-mail</strong></td><td style="text-align: left ;  vertical-align: middle; vertical-align: top ; ">david.blumberg@transunion.com<br></br><br></br></td></tr><tr><td style="text-align: left ;  vertical-align: middle; vertical-align: top ; "><strong>Telephone</strong></td><td style="text-align: left ;  vertical-align: middle; vertical-align: top ; ">312-972-6646<br></br><br></br></td></tr></table> <p><br></br></p> <img alt="" class="__GNW8366DE3E__IMG" src="https://www.globenewswire.com/newsroom/ti?nf=OTc0ODc2MyM3NjY2ODQyIzIwMDk4NzQ="></img> <br></br><img alt="" src="https://ml.globenewswire.com/media/M2Q5YWU0NzUtZjg4Yi00MmI5LWJlODMtNWUyNzZkY2FjODExLTEwMjE0NDctMjAyNi0wNi0xOC1lbg==/tiny/TransUnion.png" referrerpolicy="no-referrer-when-downgrade"></img><p><a href="https://www.globenewswire.com/NewsRoom/AttachmentNg/8cc0f5ef-8284-496b-8554-d00cc2d898ea"><img src="https://ml.globenewswire.com/media/8cc0f5ef-8284-496b-8554-d00cc2d898ea/small/tulogo-blue-wcag-rgb-300x80-jpg.jpg" border="0" width="150" height="39" alt="Primary Logo"></img></a></p>

TransUnion's Insurance Summit reveals insurers overstate personalization (70%) versus consumer reality (43%), with Gen Z at 32%. Data silos and incomplete data hinder CRM, while 46% push hyper-personalization and AI-driven strategies. The trend could bolster demand for TRU's identity solutions in insurance, potentially benefiting its data analytics and marketing tech franchises.

Seven in 10 Insurers Say They Deliver Personalized Experiences; Fewer Than Half of Consumers Agree

AI Summary

Sentiment Rationale

Trading Thesis

Market-Moving

Key Facts

Companies Mentioned

Research Analysis

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