Claims Handling Severely Penalizes Perceived Innovation in the Insurance Sector, UC3M Study Finds

Findings from the 2025 Spanish Innovation Index reveal that claims handling, customer service, and contractual transparency shape perceived innovation in the insurance sector more strongly than technological advancements or premium pricing. Mutua Madrileña leads the sector, demonstrating that trust, clarity, and reliable service delivery are essential to sustaining consumer perceptions of innovation.