When you think of insurance you’re probably not thinking about a vast industry that accounts for 7% of U.S. GDP. In fact, you’re probably not thinking about insurance at all until something bad happens — your car breaks down, your bathroom floods, or you need a new prescription. Consumers interact less with insurers than they do other major service providers. And when they do, dissatisfaction is high, particularly when the interaction occurs online. Because the vast majority of insurers’ business comes through brokers, they rarely interact directly with the end user of their product. In a sense, many insurers have become B2B companies — more comfortable serving their agent sales force than consumers. As a result, they have been slow to innovate and address issues relating to the end user.

https://medium.com/wharton-fintech/changing-insurance-pushing-a-plodding-giant-e192ebf1d9dd#.oy7qw3ak3