Member experience key when selecting a buyout insurer – Aon

Insurers have accelerated investment in member-facing capabilities over the last 12 months.

This was according to Aon’s latest survey entitled Insurer Views on Member Options and Support Post-Buyout , released on 16 September 2026, which found that member experience is now a regular and increasingly important feature of the buyout tender process.

This findings build on the broker’s 2025 survey, which identified a clear shift in insurers’ strategic intent to develop the level of member options and support offered after a buyout.

While pricing remains important, the survey revealed that trustees and sponsors are increasingly able to look beyond purely cost and seek to improve the member journey.

All insurer respondents reported having a self-service online administration portal, while a third have developed a fully digital retirement process. 

Aon also revealed that developing an end-to-end digital retirement journey was noted as the most important development priority by insurers.

However, access to independent financial advice was seen as the least developed area, as the survey showcased that only one insurer had carried out the preparatory work needed for members to access advice at preferential rates.

An ‘evolving’ market

Kelly Hurren, partner and head of member options and support at Aon, said: “Our client interactions increasingly show that member experience needs to be treated as a distinct workstream when trustees and sponsors are considering a buyout.

“Thankfully, this survey shows that the ongoing service that members will receive is now a much more prominent consideration in the buyout process than it was even just a few years ago. Insurers are continuing to invest in digital tools, retirement support and member options, so schemes have much more opportunity to preserve and, in some cases, enhance the experience available to their members after buyout.

“For trustees and sponsors, the key is to be clear about their priorities. When schemes have strong views on the support and options they want members to be able to access in retirement, they should make these expectations explicit when engaging with insurers.

“The market is evolving quickly and insurers are increasingly responding to that demand.”