Consumers are thinking about risk every time they transact — but half don't understand the protection they already have. What they value is shifting: Gen Z now prioritises device theft over trip cancellation. How they want it delivered is clear: 73% would buy more with automatic payouts, and 70% would switch platforms for embedded protection. But personalisation has a generational limit — Millennials embrace it, Boomers resist it. Consumers would pay $15–$20/month extra for a card with built-in protection. And the future is approaching fast: 75% are open to AI-assisted purchases, but only 5% want full autonomy. This report lays out the opportunity, the playbook, and the case for acting now — with generational data throughout.
The demand for protection is real — 86% of consumers actively think about risk when they transact, and 81% engage seriously with offers. But the experience is failing them: nearly half don't understand the coverage they already have. And the products they value most are changing — younger generations now prioritise everyday digital protection just as highly as traditional travel staples.
The protection gap is largest among Boomers — 67% don't understand their existing coverage. And when ranked by priority, Gen Z breaks the pattern: emergency medical (69%) is their top-ranked travel product, not trip cancellation. Device theft (76%) is their top-ranked everyday product.
Demand is real and engagement is high. But there's a critical gap: do consumers actually understand the protection they already have? The answer varies dramatically by generation — and it's a major opportunity for partners who can fill the knowledge void.
So consumers want protection — and many don't understand what they already have. But what would they actually rank as their top priorities? By ranking each respondent's highest-rated products from their individual 1–5 scores, we can simulate a ranked-choice outcome — revealing which products each generation would choose first, second, and third.
The ranked priorities above show what each generation would choose first. The charts below show the full product appetite — how each individual protection product rates across all respondents, revealing the breadth of demand beyond the top-ranked selections.
The protection gap is a two-part problem. First, awareness: 45% of consumers have limited understanding of their existing card benefits — rising to 67% among Boomers versus just 35% for Gen Z. Gen Z leads in actual usage: 38% have successfully claimed a card benefit versus just 12% of Boomers. Millennials are the most willing buyers (40% usually purchase when offered) while Boomers show the highest resistance at 32%. Second, relevance: what consumers value most is shifting. When ranked by priority, Boomers heavily concentrate on the traditional top 3 — trip cancellation (83%), emergency medical (83%), and travel delay (72%). Gen Z spreads more widely, with event ticket protection (24%) and weather protection (30%) appearing in their top-ranked selections significantly more than other generations. On the everyday side, device theft is the top-ranked product across all generations (76–79%), but Boomers rank cyber protection in their top 3 at 29% — higher than Gen Z at 18%. Three actions for partners: first, surface existing coverage at the point of transaction — especially for Boomers, where 67% don't know what they have. Second, expand your embedded portfolio beyond travel to include device theft, cyber, and shipping protection — these are year-round revenue opportunities, not seasonal add-ons. Third, tailor the product mix by generation: everyday digital protection for Gen Z and Millennials, traditional travel and cyber for Boomers.
"I recently bought a purchase and didn't have any protection on it and ended up getting scammed — so I thought for future use it's best to be on the safe side."
"Sometimes I worry about being hacked, and since a lot of social media sites are able to track my interests to give me targeted ads, that makes me worry even more."
"The last time was when I booked a trip. Only after arranging flights and accommodation did I realise I had something to lose if things went wrong. That's when I started looking into insurance."
"The last time I rented a car, I considered the gap insurance but decided to use a credit card that already had the protection."
"When I bought my last cell phone — it's too expensive not to have additional coverage."
"Clarity about the process and the terms is most important to me, so I know exactly what will happen."
The opportunity is clear. So how do you capture it — and keep it? The data reveals a two-part playbook. First, convert: automatic payouts are the single strongest purchase driver in the study, and when claims do happen, consumers want speed above all else. Second, retain: 70% would shift their booking behaviour to a platform with embedded protection, and 82% say it influences which card they hold. Conversion and retention, driven by the same thing — frictionless, embedded delivery.
Millennials respond most strongly to auto-payouts (85%), but even 58% of Boomers say it would make them more likely to buy. Speed is the #1 claims priority across every generation.
Auto-payouts convert. Speed resolves. But does embedded protection also retain? The data shows it's one of the strongest loyalty levers available — consumers would change which platform they book on and which card they carry based on protection benefits alone.
Consumers want protection and they'll stay loyal for it. But what actually triggers the purchase? The answer depends heavily on generation — and it reveals which distribution models will win for each audience.
Parametric, no-claim payouts are the strongest conversion lever in the entire study — 73% say they'd be more likely to buy. Millennials index highest at 85%, but even 58% of Boomers respond positively. When claims do happen, speed is the #1 priority (31%), with Millennials leading at 35%. Boomers are the only cohort where empathy (20%) edges past clarity (18%). The competitive stakes are real: 70% would shift booking behaviour to a platform with embedded protection, with Millennials most responsive at 77%. And 82% say protection benefits influence their card choice — led by travel insurance (54% Millennials) and purchase protection (48% Millennials), while Boomers uniquely prioritise cyber protection (38%) over auto-payouts (25%). What triggers the purchase varies sharply by age: Gen Z and Millennials are points-driven (32–34%), while Boomers prefer loyalty tier inclusion (26%) and are far less receptive to AI recommendations (2% vs 13% for Gen Z). The playbook is clear: offer parametric protection, embed it at the point of sale, integrate it with loyalty programs, and tailor the purchase trigger by generation. The barrier isn't demand — it's experience design.
"Speed always — if I need it, then I need it to be done."
"I would like it if it just did it — money in my bank very quickly without needing to make a claim."
"I would like to be able to make the claim through the website and have it dealt with fast."
"I value practical benefits most — good insurance, fraud protection, and reliable customer support. I'd be willing to pay around €10–€25 per month if the benefits clearly provide value and peace of mind."
"Call the company and let them know what's going on so they can take over and deal with it."
"I'd like to contact a customer service representative and talk about lodging a claim. I would want the claim to be settled as soon as possible."
Frictionless delivery and loyalty integration convert. But how personal should the offer be? Context-aware, personalised protection offers dramatically increase purchase intent — 63% overall say they'd be more likely to buy. But the enthusiasm isn't uniform. Gen Z and Millennials embrace personalisation overwhelmingly, while Boomers hit a privacy wall.
77% of Millennials respond positively to personalised offers. For Boomers, that drops to 39% — and 18% actively resist due to privacy or data concerns.
Is hyper-personalisation too far? For Gen Z and Millennials, no — it's expected. For Boomers, it crosses a line. Gen Z (73%) and Millennials (77%) are overwhelmingly positive about contextual, trip-specific offers, with privacy concerns below 3%. But a sharp shift occurs with age: Gen X drops to 62%, and Boomers to just 39%. Among Boomers, 18% actively resist personalisation — citing data usage and trust concerns. The AI data-sharing picture is even starker: 61% of Gen Z are comfortable sharing personal details for a personalised quote, versus just 28% of Boomers (with 41% of Boomers saying they're "very uncomfortable"). The data is clear: context-awareness itself is not the issue — consumers of all ages are fine with a platform recognising a ski trip and offering relevant protection. The sensitivity is about how much personal data is used. For younger audiences, lean into hyper-personalisation — it converts. For older audiences, keep offers context-aware but limit the personal data required. The line isn't personalisation itself — it's how much the consumer feels surveilled to get there.
"I would love to have a service that is easy to reach and gives me quick answers to my problems. I also want to be taken seriously with my issues, especially when it is about money."
"I am not aware of the benefits of my credit card, so I don't know what I am missing."
"I am not willing to pay more. A lot of times it is a scare tactic to get us to make an unnecessary purchase."
Consumers want personalisation — and they're willing to pay for it. When asked how much extra they'd pay per month for a premium card with embedded protection benefits, the median lands at $15–$20. But the generational spread matters: Gen Z shows the most willingness to pay a premium, Millennials are the most predictable cohort, and Boomers need clearer value justification before committing.
Median willingness to pay: $20/month for Gen Z, Millennials, and Gen X. $15/month for Boomers. Millennials cluster most tightly in the $11–$25 range (45%).
Among respondents who stated a specific price, the median willingness to pay clusters around $15–$20/month — a meaningful price point for card issuers. Gen Z shows the widest range ($1–$100) with 35% willing to pay $26+, suggesting a segment open to high-value premium products. Millennials are the most consistent: 45% fall in the $11–$25 sweet spot. Boomers are more price-sensitive (45% at $10 or under). For banking and card partners, the data supports a tiered pricing model: a $10–$15/month tier for broad adoption, and a $20–$25/month premium tier for younger, protection-forward consumers.
"I value practical benefits most, like good insurance, fraud protection, and reliable customer support. I'd be willing to pay around €10–€25 per month if the benefits clearly provide value and peace of mind."
"Identity protection and traveling insurance. I would pay $25–$50 extra."
"Comprehensive travel insurance and purchase protection are most important to me. I would be willing to pay an extra $10–$15 per month for a card that includes these features."
"At my age, I would have to take a good look at the benefits before I would be willing to pay anything."
The case for embedded protection is clear today. But the way consumers transact is about to change. Three-quarters are already open to AI-assisted purchasing — but the generational divide is the sharpest in the entire study. Gen Z and Millennials are overwhelmingly ready; half of Boomers refuse entirely. The data reveals a clear preference: they want AI to suggest and assist, not take over — and the speed of adoption will be driven by generation.
Only 11% of Gen Z refuse AI involvement in purchases, versus 50% of Boomers. But across all generations, 61% want AI to actively handle protection — as long as they keep the final say.
The AI commerce appetite is sharply generational. Gen Z leads: 89% are open to AI-assisted purchasing, with 37% preferring semi-autonomous (approve before buy) and 18% comfortable with fully transactional AI. Millennials are close behind at 87%, with the highest rate of full autonomy acceptance (7%). Gen X sits at 72% willing — still a strong majority. Even Boomers show 50% openness, concentrated in discovery-only (21%) and semi-autonomous (19%) modes. For protection specifically, Gen Z (73%) and Millennials (71%) want AI actively involved (suggest or auto-add), while Gen X prefers "suggest and let me decide" (44%). Trust flows through familiar channels: banks lead across all generations (35–44%), but platform trust is highest among Millennials (34%) — nearly matching banks. Three steps to get ahead: first, build protection into AI-assisted checkout flows using a "suggest and approve" model — not full automation. Second, partner with banks and booking platforms as the trust layer — consumers trust their existing relationships, not standalone AI. Third, launch with Gen Z and Millennials where 89% are ready, extend to Gen X with discovery-only models, and reach Boomers through human-AI hybrid approaches. By the time AI-assisted commerce is mainstream, the embedded protection partnerships will already be locked in.
"I think the most important thing is someone who actually cares and helps me with my problem, because this really makes a huge difference even if it doesn't work out in the end."
"If I need to make a claim, I want the process to be clear and straightforward, with quick responses. It's also important that the staff genuinely cares and helps me feel supported."
"I like to call a hotline with someone who cares."
"I'd like to contact a customer service representative and talk about lodging a claim. I would want the claim to be settled as soon as possible."
The data above tells the story thematically — by topic. Below, we flip the lens and tell it by audience. Each generation has its own protection personality: what they value, how they buy, what converts them, and where they draw the line. These profiles are designed to be pulled out and used directly in partner conversations.
n=134 | 18% of sample
Gen Z is the most risk-aware generation in the study — 96% actively think about what could go wrong. They're also the most likely to have actually used a card benefit successfully (38%). But their priorities look different from every other generation: emergency medical (69%) outranks trip cancellation (68%) in travel, and device theft (76%) dominates everyday. Event ticket protection (24%) and weather protection (30%) appear in their ranked priorities far more than any other cohort — reflecting a lifestyle-driven, experience-heavy view of risk.
How they buy: 77% respond positively to auto-payouts. Points and rewards are their #1 purchase trigger (32%). They're the most receptive to AI-driven recommendations (13%) — 4x higher than Boomers. 89% are open to AI-assisted purchasing, with 37% preferring "suggest and approve" and 18% comfortable with fully transactional AI.
Where they draw the line: They don't. Personalisation concerns are below 3%. 61% are comfortable sharing personal data with AI for a better quote. Privacy is not a barrier for this generation — relevance is the expectation.
Willingness to pay: Median $20/month. 35% would pay $26+/month — the highest premium willingness of any generation.
Trust: Banks (42%), then platforms (30%). Dedicated insurers rank third (20%).
"I just want security and my information protected — and that's priceless."
n=251 | 34% of sample
Millennials are the most commercially valuable audience in this study. They combine high risk awareness (90%), the highest purchase intent (40% usually buy when offered), and the strongest response to nearly every conversion lever. Trip cancellation (71%) leads their travel priorities, but everyday products like device theft (73%) and shipping (68%) are nearly as strong — making them a year-round embedded protection audience, not a seasonal one.
How they buy: Auto-payouts drive the strongest response of any generation — 85% say they'd be more likely to buy. 77% would switch platforms for embedded protection (highest of any cohort). Points and rewards are their #1 trigger (34%), and 45% cluster in the $11–$25/month willingness-to-pay sweet spot — making them the most predictable cohort for tiered pricing.
Where they draw the line: They largely don't. 77% embrace personalisation. Privacy concerns sit at just 2%. 87% are open to AI-assisted purchasing.
Trust: Banks (40%) and platforms (34%) — the narrowest trust gap of any generation. This audience trusts platforms almost as much as their bank, which is a critical insight for OTAs and marketplaces.
"I value practical benefits most, like good insurance, fraud protection, and reliable customer support. I'd be willing to pay around €10–€25 per month if the benefits clearly provide value."
n=174 | 24% of sample
Gen X sits in the middle on nearly every metric — and that's their defining trait. They're risk-aware (83%), they engage with offers (82%), and they buy protection — but they're more deliberate, more traditional, and harder to wow than younger cohorts. Trip cancellation (82%) and emergency medical (78%) dominate their travel priorities, with significantly less interest in non-traditional products like event tickets (11%) or weather (21%). Device theft (77%) leads everyday priorities, with online orders (70%) and shipping (59%) rounding out their top 3.
How they buy: 70% respond positively to auto-payouts — strong, but below Millennials (85%). Loyalty tier inclusion is their #1 purchase trigger (24%), edging out points/rewards (20%). They want protection embedded in programs they already belong to, not sold to them as a separate product.
Where they draw the line: Personalisation starts to cool — 62% positive (vs 77% Millennials). 21% are very uncomfortable sharing data with AI. But 72% are still open to AI-assisted purchasing, concentrated in "suggest and let me decide" (44%) — the highest preference for this specific mode.
Trust: Banks lead at 44% — the highest bank trust of any generation. Platforms (24%) and dedicated insurers (19%) trail significantly. For Gen X, the bank relationship is the primary channel.
"Clarity about the process and the terms is most important to me, so I know exactly what will happen."
n=174 | 24% of sample
Boomers are the most underserved generation in this study — not because they don't want protection, but because the industry isn't speaking their language. 74% think about risk, but 67% don't understand the protection they already have — the largest knowledge gap of any cohort. Only 12% have ever successfully used a card benefit. Their priorities are traditional and concentrated: trip cancellation (83%), emergency medical (83%), and travel delay (72%) account for nearly all their top-ranked travel products.
How they buy: 57% respond positively to auto-payouts — lower than other generations, but still a majority. However, 15% say they still wouldn't buy, and 26% see no difference — meaning the value proposition needs to be clearer. Loyalty tier inclusion (26%) is their #1 trigger, and 22% say they don't buy protection at all. When claims happen, they're the only generation where empathy (20%) matters more than clarity (18%).
Where they draw the line: Personalisation is where Boomers diverge sharply. Only 39% respond positively — 18% actively resist it, citing data and trust concerns. 41% are very uncomfortable sharing personal details with AI. 50% refuse AI-assisted purchasing entirely. This is the privacy-first generation.
Willingness to pay: Median $15/month — lower than other generations. 45% cluster at $10 or under. They'll pay, but the value must be obvious and explained clearly.
Trust: Banks (35%) and dedicated insurance brands (34%) — nearly tied. This is the only generation where standalone insurers challenge banks for the top trust position. Platforms rank a distant third (16%). For Boomers, protection needs to come from an institution, not a tech platform.
"I would like it if it just did it — money in my bank very quickly without needing to make a claim."
Cover Genius powers embedded protection for the world's largest digital companies — from travel and eCommerce to banking and fintech. Through XCover, our global distribution platform, you can offer seamless, personalised protection that your customers actually want.
Learn More at covergenius.comThis research was conducted in March–April 2026 via structured conversational surveys with 733 qualified consumers across 7 countries.