wu2026.2.2

Data dodania: 13 sierpnia 2026

Digitalisation of insurance in the Czech Republic: an analysis of the level of digitalisation processes and their impact on client communication

Lenka Přečková

DOI: https://doi.org/10.33995/wu2026.2.2

Abstract

The article deals with the analysis and evaluation of the level of digitalisation processes in client communication in commercial insurance companies operating in the Czech insurance market. The aim of the article is to determine the state (2025) of digitalisation in insurance companies in the Czech Republic from the perspective of communication with clients, specifically in the phases of concluding insurance contracts and handling insurance claims. In connection with the aim, the research questions are defined: What common and diverging elements can be observed in the digitalisation processes currently functioning in insurance companies in the Czech Republic? Which insurance companies can be identified as those with the highest/lowest degree of digitalisation utilisation? The analysis will be based primarily on the websites of insurance companies operating in the Czech Republic and on statistics from the Czech Insurance Association, focusing on key aspects of digitalisation, such as the possibilities of arranging, terminating, or changing insurance online, as well as the process of handling insurance claims. Evaluation of the current state of digitalisation using digitalisation elements in insurance companies will be examined through qualitative research. To determine the level of digitalisation processes in commercial insurance companies, analysis and comparison methods will be applied within qualitative research.

Keywords

digitalisation, insurance companies, Czech insurance market, client communication, claims handling

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