Many insurers misjudge what environmental, social, and governance factors matter most to consumers, especially younger and more affluent segments for whom ESG strongly influences trust and purchasing decisions. While insurers often emphasize environmental actions, survey results show that consumers place varying importance on different ESG topics and expect tangible outcomes, not just commitments. To align more closely with customer expectations, insurers should clearly understand the specific ESG priorities of high-value customers, embed those priorities into products and distribution, and communicate measurable results. Examples such as linking executive pay to ESG goals and reducing energy use show how focused actions can strengthen credibility and engagement.

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