Publié le 22/10/2026

The Battle for Differentiation: Why Experience Will Shape the Future of Insurance

The insurance industry is evolving at a rapid pace. Digitalization, the emergence of new players, and increasingly demanding customers are transforming the way insurers interact with their policyholders.

In this context, differentiation has become one of the sector’s greatest challenges. And as products, coverages, and technologies continue to converge, an inevitable question arises: what will truly make the difference?

More and more, the answer seems to lie in the customer experience.

A Customer Looking for More Than Just a Policy

Today, policyholders value not only what a policy offers, but also how an insurer responds when they need support. Speed, proximity, personalization, and the ability to provide effective solutions are all factors that directly influence trust and customer loyalty.

As a result, insurers face the challenge of going beyond traditional coverage and building stronger, longer-lasting relationships with their customers.

At IMA Ibérica, we help insurance companies, financial institutions, retailers, and businesses across a wide range of industries strengthen their value proposition through assistance solutions and services designed to support people when it matters most. Because we believe that a truly differentiated experience is not built solely through a product, but also through the ability to provide support, peace of mind, and answers when they are needed most.

This is precisely the topic explored by Jesús Mesa Rosales, Business Development Manager for Motor, Home and Everyday Life at IMA Ibérica, in his article published in Actualidad Aseguradora.

Read the Full Article

In his article, “The Battle for Differentiation: Why Experience Will Shape the Future of Insurance,” Jesús shares his perspective on the challenges and opportunities that will shape the future of the insurance industry, as well as the role customer experience will play as a true differentiating factor.