How to Find and Keep Gen Z and Millennial Customers by pexels-fauxels-3184398

The ongoing evolution of the insurance industry means that the old way of doing things no longer works. Products have changed along with client preferences and expectations.

You may also have noticed that your current customer base starkly contrasts with what it was five years ago. You probably have a lot more of the younger generations contacting you and asking how you can help them get the right insurance.

To continue to thrive, your agency must adapt its marketing strategies to appeal to today’s most important consumer market: Gen Z. And, at the same time, you cannot leave your Millennial customers behind. Both these generations want fast, online insurance services that suit their unique requirements.

Keep reading to discover how you can cater to Gen Z and Millennial customers and retain their business over the long term.

Understanding Gen Z and Millennials

Before you can tailor insurance coverage for Gen Z and Millennials, you must understand their characteristics. These groups are familiar with technology and don’t want anything to do with physical paperwork or red tape. Instead, they demand a prompt online experience where they can get the information they need and buy the products they want.

This younger demographic only buys from transparent and honest businesses. Therefore, hidden fees and small print are out. Upfront, clear communication is in.

Moreover, neither Gen Z nor Millennials want the same old insurance coverage. They require products that suit their lifestyle. They expect personalized services and want insurance agencies to understand their unique lives.

Most importantly, they often won’t engage with brands that are not socially conscious. Gen Z, in particular, worries about the impact of business and trade on the environment and vulnerable societies. For your agency to appeal to this generation, you must incorporate social and environmental responsibility into all your product offerings.

How to Attract Gen Z and Millennial Insurance Customers

Keeping their unique needs in mind, you must set up customer profiles for each generation. When you have an idea of who your ideal Gen Z and Millennial customer is, you can put together marketing strategies for them.

The following steps are crucial when planning your campaign:

Embracing Technology

In addition to having an agency website, you should have a user-friendly app. This app should allow your potential customers to get instant quotes and more information on your insurance products. It should also allow them to buy policies online and manage their policies afterward.

To ensure that no inquiry is left unanswered, consider employing chatbots and AI-driven customer support to enhance the customer experience.

Create Educational Content

The right content is vital to your marketing campaigns’ success. Develop informative yet engaging content that shows your audience exactly how your products can help them. Use videos, blogs, and infographics to make complex topics more accessible and engaging.

Transparency is key here. Don’t hide fees with small print or lengthy terms and conditions. Be upfront about costs and terms to simplify the purchasing process and avoid unnecessary cancellations.

Offer Personalized Products

To get personalization right, you have to do intensive market research. If you find that Gen Z and Millennials are searching for car insurance, ensure your product caters to their requirements. If they need a different type of household insurance, see if you can accommodate them.

You can also use data and analytics to identify this demographic’s buying patterns and tailor your products accordingly.

Show Your Social Responsibility

Your agency must commit to helping alleviate social and environmental challenges. Highlight your agency’s sustainable efforts and support for community initiatives. Doing this will go a long way in appealing to potential customers.

Embrace Social Media

Gen Z and Millennial customers are social media-savvy. If you don’t have a presence on at least one social media platform, you’ll find it challenging to connect with them. Use platforms like Facebook, Twitter, and TikTok to share relevant content and engage with your audience. You can also run specific ads to reach target demographics.

Incorporate Gamification Strategies

The health insurance sector has long been incorporating gamification in its marketing campaigns, and so can you. Offer rewards for safe driving, healthy living, and hitting specific insurance milestones.

Retaining Gen Z and Millennial Insurance Customers

So, when you finally have a lot of interest and new customers, how do you retain your new Gen Z and Millennial customers?

The most important thing to remember here is that consistent communication is the core of customer retention. Maintain regular communication via email and social media to keep your customers updated on policy changes, insurance news, and discounts.

Also, your agents must respond promptly if you receive an inquiry or complaint. The same goes for claims. Quick resolutions will impress your customers and they will be more likely to stay loyal to your brand.

Your agency should be flexible in its policy offerings. Allow your customers to make changes in coverage level and payment schedule when needed. You should also encourage feedback from your customer base and improve or adjust your services accordingly.


If you want to attract and retain Gen Z and Millennial buyers, your approach must be customer-centric. If your agency is transparent, puts technology at the center of product offerings, and offers personalized experiences, you will draw them to your brand. Doing this will also help you stay relevant and competitive in an ever-changing industry.