KUALA LUMPUR, May 27 — More than half of Malaysians prioritise service quality when choosing insurance providers, according to the latest Insurance Report 2026 by Adyen.
The report found that 51 per cent of consumers consider customer service quality the main factor in selecting insurers, while 39 per cent prioritise brand reputation.
Despite strong consumer trust in fraud protection, insurers continue facing operational challenges due to outdated systems and manual claims processing.
Around 61 per cent of insurers still rely heavily on manual claim handling, while many are working towards payment automation and digitalisation to improve customer experience and operational efficiency.
