S ILE S IA N U N IV E R S IT Y OF T E C H N O LO G Y P U B LIS H IN G H O U S E
SCIENTIFIC PAPERS OF SILESIAN UNIVERSITY OF TECHNOLOGY 2025
ORGANIZATION AND MANAGEMENT SERIES NO. 228
h p://dx.doi.o g/10.29119/1641-3466.2025.228.37 h p://managemen pape s.polsl.pl/
THE EVOLUTION OF INSURANCE PURCHASING BEHAVIOR:
AN EMPIRICAL STUDY ON THE ADOPTION OF ONLINE
CHANNELS IN POLAND
Gab iela WOJAK1, E nes GÓRKA2, Michał ĆWIĄKAŁA3, Da iusz BARAN4,
Ra ał ŚWINIARSKI5, Ka a zyna OLSZYŃSKA6, Pio MRZYGŁÓD7,
Maciej FRASUNKIEWICZ8, Pio RĘCZAJSKI9, Daniel ZAWADZKI10, Jan PIWNIK11
1 Pomo ska Szkoła Wyższa w S a oga dzie Gdańskim, Ins y u Za ządzania, Ekonomii i Logis yki;
gab iela.wojak@ wojes udia.pl, ORCID: 0009-0003-2958-365X
2 Wyższa Szkoła Ksz ałcenia Zawodowego; e nes .go [email protected], ORCID: 0009-0006-3293-5670
3 Wyższa Szkoła Ksz ałcenia Zawodowego; [email protected], ORCID: 0000-0001-9706-864X
4 Pomo ska Szkoła Wyższa w S a oga dzie Gdańskim, Ins y u Za ządzania, Ekonomii i Logis yki;
da iusz.ba an@ wojes udia.pl, ORCID: 0009-0006-8697-5459
5 I'M B and Ins i u e sp. z o.o.; .swinia ski@imb andins i u e.pl, ORCID: 0009-0005-6226-943X
6 Polsko Japońska Akademia Technik Kompu e owych; kon ak @olszynska.com,
ORCID: 0009-0003-4309-6233
7 Pio M zygłód Sp zedaż-Ma ke ing-Consul ing; pio @ma ke ing-sp zedaz.pl, ORCID: 0009-0006-5269-0359
8 F3-TFS sp. z o.o.; m. asunkie[email p o ec ed], ORCID: 0009-0006-6079-4924
9 MAMASTUDIO Pawlik, Ręczajski, spółka jawna; pio @mamas udio.pl, ORCID: 0009-0000-4745-5940
10 GLOBAL HYDROGEN spółka akcyjna; daniel.zawadzki@globalhyd ogen.pl, ORCID: 0009-0001-4783-3240
11 WSB Me i o Uni e si y in Gdańsk, Facul y o Compu e Science and New Technologies;
[email protected], ORCID: 0000-0001-9436-7142
Pu pose: The aim o his s udy is o examine he e olu ion o insu ance pu chasing beha io
in Poland, wi h a ocus on he g owing ole o online dis ibu ion channels. The pape seeks o
unde s and he mo i a ions, p e e ences, and conce ns in luencing consume choice be ween
digi al and adi ional me hods.
Design/me hodology/app oach: The esea ch uses a quan i a i e app oach based on
a s uc u ed online su ey o 100 esponden s. I explo es demog aphics, pu chasing habi s,
channel p e e ences, and decision-making ac o s such as p ice, us , and con enience.
The analysis iden i ies beha io al pa e ns ela ed o digi al adop ion.
Findings: The esul s show a clea inc ease in he use and accep ance o online channels,
especially o simple insu ance p oduc s. Consume s app ecia e he speed, a ailabili y,
and p ice compa ison o e ed by digi al ools. Howe e , some s ill p e e adi ional channels
o complex pu chases due o us and cla i y. A hyb id app oach is eme ging, combining
digi al access wi h agen suppo .
Resea ch limi a ions/implica ions: The s udy is limi ed by i s sample size and ocus on he
Polish ma ke . I does no explo e di e ences by insu ance p oduc ype. Fu u e esea ch could
expand he sample and analyze speci ic p oduc ca ego ies o he ole o AI ools in shaping
digi al insu ance expe iences.
660 G. Wojak, E. Gó ka, M. Ćwiąkała, D. Ba an, R. Świnia ski e al.
P ac ical implica ions: The indings sugges ha insu e s should imp o e he usabili y,
anspa ency, and secu i y o digi al pla o ms. A he same ime, main aining ad iso y se ices
is essen ial o suppo cus ome s who seek pe sonal guidance. Omnichannel s a egies appea
o be he mos e ec i e.
Social implica ions: Digi al channels enhance access o insu ance, especially o ech-sa y o
emo e use s. Add essing conce ns abou us and da a p i acy may inc ease consume
con idence and p omo e digi al inclusion in he inancial sec o .
O iginali y/ alue: This pape p o ides empi ical da a on Polish consume s' online insu ance
pu chasing beha io . I o e s aluable insigh s in o digi al ends in he insu ance sec o and
suppo s s a egic decision-making in ma ke ing and se ice design.
Keywo ds: Digi al insu ance, consume beha io , dis ibu ion channels,
Ca ego y o he pape : esea ch pape .
1. In oduc ion
The digi al ans o ma ion o inancial se ices has p o oundly eshaped consume
expec a ions, access channels, and compe i i e dynamics ac oss global ma ke s. In his
e ol ing landscape, he insu ance sec o — adi ionally dependen on in e pe sonal
ela ionships and agen -led dis ibu ion — is unde going a undamen al shi . Digi alisa ion has
mo ed om being a supplemen a y ool o becoming a cen al s a egic pilla o insu e s
seeking o mee g owing demands o con enience, p ice anspa ency, and use au onomy.
In Poland, his ans o ma ion e lec s b oade Eu opean ends, wi h online pla o ms,
compa ison engines, and mobile applica ions inc easingly complemen ing o eplacing
con en ional agen -based models. Ne e heless, he pace and scope o digi al adop ion a y
signi ican ly ac oss coun ies and demog aphic g oups, highligh ing he impo ance o local
ma ke analyses. While in e na ional li e a u e on digi al insu ance is expanding, he speci ic
beha io al pa e ns o Polish consume s emain unde ep esen ed. Exis ing s udies end o
gene alize indings om Wes e n Eu opean ma ke s, neglec ing he socio-economic, cul u al,
and in as uc u al nuances ha cha ac e ize he Polish con ex .
Mo eo e , p io esea ch has la gely ocused on mac oeconomic ends o echnological
inno a ion, o en o e looking mic o-le el consume mo i a ions and us - ela ed conce ns —
especially ele an in he case o insu ance, whe e pe cei ed isk and he need o pe sonalized
suppo a e high. Consequen ly, he e is a clea esea ch gap conce ning how Polish consume s
choose be ween digi al and adi ional insu ance dis ibu ion channels, wha d i es hei
decisions, and wha ba ie s pe sis in adop ing online solu ions.
This s udy aims o ill ha gap by p o iding an o iginal, empi ical analysis o online
insu ance pu chasing beha io in Poland. I in es iga es he equency and con ex o digi al
pu chases, explo es us and con enience ac o s, and iden i ies he key mo i a ions and
conce ns shaping channel p e e ences. The o iginali y o his esea ch lies in i s in eg a ed
app oach, combining heo e ical ounda ions wi h p ima y da a collec ed h ough a s uc u ed
The ole o communica ion… 661
online su ey. In doing so, i e eals he coexis ence o digi al and adi ional models,
sugges ing ha hyb id s a egies may o e he mos e ec i e pa h o wa d o insu e s.
The indings no only con ibu e o he academic discou se on insu ance dis ibu ion bu
also p o ide p ac ical ecommenda ions o companies designing omnichannel sys ems ha
espond o di e se consume needs. By ocusing on he Polish ma ke — a apidly g owing ye
unde s udied segmen — his a icle adds impo an insigh s in o he b oade Eu opean
insu ance landscape.
To add ess he iden i ied esea ch gap, his s udy poses he ollowing esea ch ques ions:
Wha ac o s in luence Polish consume s’ choice be ween online and adi ional insu ance
dis ibu ion channels? How signi ican a e us , con enience, and p ice sensi i i y in shaping
hese choices? Wha ba ie s discou age consume s om adop ing digi al channels?
These ques ions guide he empi ical analysis and suppo he de elopmen o p ac ical
ecommenda ions o insu e s ope a ing in an inc easingly hyb id dis ibu ion en i onmen .
The emainde o he a icle is s uc u ed as ollows: Sec ion 2 p esen s he li e a u e e iew
on insu ance dis ibu ion models and digi al adop ion ends. Sec ion 3 desc ibes he esea ch
me hodology, including he su ey design and esponden p o ile. Sec ion 4 discusses he
empi ical esul s and key pa e ns iden i ied. Finally, Sec ion 5 ou lines conclusions and
p ac ical implica ions, as well as di ec ions o u u e esea ch.
2. Insu ance Dis ibu ion in Poland: T adi ional and Digi al Channels
The insu ance dis ibu ion sys em unc ions wi hin he b oade con ex o he inancial
sys em, which se es as a mechanism o alloca ing and ans e ing pu chasing powe among
economic en i ies. Acco ding o Zabielski (2004), he inancial sys em consis s o inancial
ins umen s, ma ke s, ins i u ions, and he p inciples go e ning hei ope a ions. Insu ance
se ices, as pa o his sys em, ep esen a speci ic ype o inancial ins umen - in angible,
con ac ual, and based on isk edis ibu ion mechanisms. Thei p o ision and sale equi e
ailo ed dis ibu ion models, adap ed o he complexi y o he se ice and he expec a ions o
consume s.
The insu ance sys em in Poland e lec s he s uc u e o a mixed symbolic and ope a ional
sys em (Kluszczyńska, 2011). I in ol es public en i ies (e.g., ZUS) and p i a e ma ke
pa icipan s such as insu ance companies, agen s, b oke s, and inc easingly also echnology-
based in e media ies like compa ison pla o ms and mobile applica ions. This dualis ic na u e
- public e sus p i a e, adi ional e sus digi al - e lec s he b oade e olu ion o dis ibu ion
s a egies in he insu ance sec o .
662 G. Wojak, E. Gó ka, M. Ćwiąkała, D. Ba an, R. Świnia ski e al.
Insu ance dis ibu ion, adi ionally ca ied ou h ough agen s, b oke s, and b anch o ices,
has e ol ed unde he in luence o digi aliza ion. New online channels - such as mobile
applica ions, dedica ed cus ome po als, and e-comme ce-s yle pla o ms - a e inc easingly
supplemen ing o e en eplacing physical in e media ies. As Nowak (2016) no e, e-comme ce
in he insu ance ma ke enables cos educ ion, as e se ice, and di ec cus ome engagemen ,
o e ing added con enience and eal- ime se ice pe sonaliza ion.
Despi e hei ad an ages, digi al channels posed challenges in e ms o building us ,
educing pe cei ed isk, and ensu ing legal compliance. These conce ns we e pa icula ly
impo an in insu ance, whe e consume s a e o en wa y o pu chasing se ices wi hou
pe sonal consul a ion. Jończyk in 2010 highligh ed he impo ance o egula o y and
echnological sa egua ds o main ain da a p o ec ion and sys em anspa ency - key ac o s o
he long- e m sus ainabili y o digi al insu ance models.
The Polish insu ance dis ibu ion sys em has e ol ed signi ican ly since he libe alisa ion
o he ma ke in he ea ly 1990s, ma ked by he Insu ance Ac i i y Ac o 1990. This legisla ion
laid he ounda ion o he p i a isa ion and demonopolisa ion o insu ance se ices, aligning
he Polish ma ke wi h Eu opean Union s anda ds (Szumlicz, 2005; Wie eski, 2022;
Janikowski, 2015). I enabled insu ance companies o adop a mul ichannel s a egy ha
includes bo h adi ional and mode n (online) dis ibu ion models.
T adi ional dis ibu ion channels a e p ima ily composed o sales h ough agen s, b oke s,
and di ec sales ia insu e s' own b anch ne wo k. Da a om he Polish Financial Supe ision
Au ho i y con i ms his: in 2021, 55.67% o g oss w i en p emiums in li e insu ance (Class I)
we e gene a ed ia agen s, wi h a s ong ocus on indi idual insu ance p oduc s (98.58%).
B oke s played a seconda y ole (3.94%), pa icula ly in g oup insu ance con ac s, and di ec
sales ep esen ed 40.33% o g oss p emiums, d i en mainly by g oup insu ance p oduc s.
In ecen yea s, di ec and online sales channels ha e become inc easingly impo an in
insu ance dis ibu ion. This includes websi es, mobile pla o ms, and call cen e s, pa icula ly
o simple insu ance p oduc s such as hi d-pa y liabili y (OC), a el insu ance, and pe sonal
acciden co e age (NNW). The so-called "di ec " model allows cus ome s o access policies
wi hou he in ol emen o in e media ies, o e ing con enience, lowe cos s, and b oad
accessibili y. The de elopmen o online insu ance pla o ms posed a compe i i e h ea o
adi ional in e media ies. Ye , o e ime, hese di ec insu e s also began o collabo a e wi h
agen s o inc ease sales olumes and scale hei dis ibu ion (Iwanicz-D ozdowska, 2018).
F om a heo e ical pe spec i e, he dis ibu ion o insu ance may be analysed om
ins i u ional, unc ional, and sys emic iewpoin s. The ins i u ional app oach ocuses on en i ies
in ol ed in ans e ing insu ance p oduc s om insu e s o consume s (e.g., agen s, b oke s,
bank b anches). The unc ional app oach examines he low o alue and in o ma ion be ween
pa icipan s, while he sys emic iew conside s he en i e ne wo k o ela ionships ha s uc u e
insu ance deli e y (Szumlicz, 2020).
The ole o communica ion… 663
In ecen yea s, he Polish insu ance ma ke has been unde going a signi ican digi al
ans o ma ion, eshaping consume beha io and dis ibu ion models. Acco ding o Mo do
In elligence (Mo do In elligence, 2024), he Polish li e and non-li e insu ance ma ke is
p ojec ed o g ow om USD 23.51 billion in 2025 o USD 33.26 billion by 2030, wi h
a compound annual g ow h a e (CAGR) o 7.19%. A key d i e o his expansion is he
inc easing adop ion o digi al dis ibu ion channels, which a e g adually eplacing adi ional
models based on agen s and in-pe son o ices. Simila ly, he Eu opean digi al insu ance ma ke
is wi nessing accele a ed de elopmen , as no ed in he G and View Resea ch epo (G and
View Resea ch, 2024), d i en by g owing in e ne pene a ion, ising demand o pe sonalized
and on-demand insu ance solu ions, and he in eg a ion o AI-powe ed pla o ms in cus ome
se ice. These ends sugges a undamen al shi in how consume s engage wi h insu ance
p o ide s, highligh ing he need o u he explo e he adop ion pa e ns and consume
p e e ences ega ding online insu ance channels in he Polish con ex .
Klapki , Szymańska, and Bedna czyk (2018) highligh he dynamic g ow h o online
channels in he dis ibu ion o non-li e insu ance in Poland be ween 2005 and 2016. Du ing his
pe iod, he sha e o g oss w i en p emiums om in e ne sales in o al di ec sales (B anch II)
inc eased om a me e 0.01% o 17.35%. Thei empi ical analysis e ealed a s ong co ela ion
be ween he le el o household in e ne pene a ion and he g ow h o online insu ance sales,
suppo ed by an exponen ial eg ession model wi h a high coe icien o de e mina ion
(R² = 86.84%). The au ho s a gue ha bo h echnological ad ancemen s and legisla i e
changes, such as he implemen a ion o he EU Insu ance Dis ibu ion Di ec i e (2016/97), ha e
con ibu ed o he inc easing impo ance o digi al channels. Fu he mo e, he g owing use o
mobile applica ions, which allow cus ome s o pu chase insu ance, epo claims, and manage
hei policies, is signi ican ly eshaping consume beha io and enhancing he compe i i e edge
o insu ance p o ide s (Szymańska e al., 2018)
Despi e he g owing impo ance o digi al channels in he insu ance sec o , exis ing
li e a u e p o ides limi ed insigh s in o he speci ic pu chasing beha io s o insu ance
consume s in Poland. Gi en he apid digi al ans o ma ion o he insu ance indus y and he
e ol ing expec a ions o cus ome s, especially among younge demog aphics, he e is a clea
need o u he empi ical esea ch in his a ea. Explo ing he de e minan s o insu ance
pu chasing beha io in he Polish con ex o e s aluable oppo uni ies o in o m bo h academic
unde s anding and s a egic decision-making in he indus y.
664 G. Wojak, E. Gó ka, M. Ćwiąkała, D. Ba an, R. Świnia ski e al.
3. Resea ch me hodology and case desc ip ion
This s udy was designed o in es iga e consume p e e ences and pe cep ions ega ding
di e en insu ance dis ibu ion models in Poland, wi h a pa icula ocus on he g owing
ele ance o online channels. Gi en he dynamic e olu ion o digi al solu ions and shi ing
consume beha io s, he esea ch aimed o diagnose he ad an ages and disad an ages o
adi ional e sus inno a i e models o insu ance dis ibu ion.
The esea ch adop ed a quan i a i e diagnos ic app oach, which allowed he au ho o each
a b oad spec um o esponden s and enabled he s a is ical gene aliza ion o he indings.
This me hodology was chosen due o i s capaci y o e eal measu able pa e ns and
ela ionships be ween consume demog aphics and dis ibu ion channel p e e ences.
The cen al aim o he esea ch was o iden i y he key bene i s and limi a ions o bo h
adi ional (e.g., ace- o- ace wi h agen s) and digi al (e.g., insu e websi es, compa ison
pla o ms) me hods o pu chasing insu ance p oduc s.
The p ima y esea ch hypo hesis s a ed ha online insu ance dis ibu ion channels a e
gaining inc easing ma ke sha e in compa ison o adi ional dis ibu ion models. To e i y his
hypo hesis, a s uc u ed online su ey ques ionnai e was employed, consis ing o bo h closed-
ended and semi-open ques ions. The ins umen was designed o ensu e cla i y and accessibili y
o a di e se g oup o esponden s.
The su ey co e ed he ollowing key a eas:
Demog aphic p o ile o esponden s (e.g., gende , age, educa ion, place o esidence).
Insu ance pu chasing beha io , including equency and me hod o pu chasing policies.
Channel p e e ences, wi h esponden s e alua ing di e en dis ibu ion me hods
(e.g., agen -based, online di ec , b oke s).
Pe cep ions o key decision-making ac o s, such as p ice sensi i i y, con enience,
and us .
The esea ch sample included 100 esponden s, o e ing a di e se c oss-sec ion o Polish
consume s. Analysis ocused on iden i ying s a is ically ele an ends and co ela ing
consume p o iles wi h channel p e e ences.
Responden s in he s udy ep esen ed a di e se demog aphic p o ile. The majo i y we e
women (67%), while men accoun ed o 33% o he sample. In e ms o age, mos pa icipan s
(55%) we e be ween 26 and 45 yea s old, wi h 10% aged 18-25 and 14% o e 55. Educa ionally,
he la ges g oup held a bachelo ’s deg ee (45%), ollowed by hose wi h seconda y educa ion
(30%) and a mas e ’s deg ee o highe (20%), while only 5% had p ima y educa ion.
As o place o esidence, he sample included bo h u ban and u al popula ions: 15% li ed in
u al a eas, 30% in owns up o 100,000 inhabi an s, 20% in medium-sized ci ies (100,000-
500,000), and 25% in la ge ci ies wi h o e 500,000 esiden s.
The ole o communica ion… 665
The esea ch echnique used was he anonymous online ques ionnai e, allowing o e icien
da a collec ion while ensu ing esponden com o and p i acy. The esul s we e in e p e ed
wi h awa eness o possible limi a ions, including he ela i ely small sample size and non-
p obabilis ic sampling.
4. Resea ch esul s
A summa y o he su ey esul s conce ning insu ance dis ibu ion channel p e e ences is
p esen ed in pie cha s numbe ed 1 h ough 6. Each cha co esponds o one o he six key
su ey ques ions posed o esponden s. The da a illus a es cus ome s’ cu en choices,
expec a ions, and sa is ac ion le els ega ding a ious insu ance dis ibu ion channels,
including adi ional in-pe son op ions and digi al solu ions.
The cha s o e a clea isual ep esen a ion o cus ome endencies, highligh ing he mos
p e e ed me hods o pu chasing insu ance, easons behind hose p e e ences, and po en ial
a eas o de elopmen . Dominan p e e ences in each a ea ha e been emphasized in he cha
legends, allowing o quick iden i ica ion o p e ailing ends and acili a ing compa a i e
analysis ac oss he su eyed sample.
In he Figu e 1 esponden s we e asked whe he hey had had expe ience o pu chasing
insu ance ia he in e ne . The la ges numbe o esponden s icked he answe “mo e han
once”, con i ming he g owing popula i y and accep ance o digi al channels in he pu chase o
insu ance p oduc s. A smalle bu s ill signi ican g oup answe ed “once”, indica ing hei i s
a emp s o use he in e ne o his pu pose. The smalles pe cen age o esponden s indica ed
“no”, indica ing no expe ience wi h buying insu ance online. These da a con i m ha digi al
channels a e no longe a no el y and ha e gained he us o a la ge p opo ion o consume s.
The egula use o he in e ne o conclude an insu ance con ac means ha use s a e no only
es ing his way o buying, bu see i as con enien and secu e enough. Fo insu e s,
his is a signal ha u he de elopmen and op imisa ion o digi al pla o ms is no only
ad isable, bu e en necessa y.
666 G. Wojak, E. Gó ka, M. Ćwiąkała, D. Ba an, R. Świnia ski e al.
Figu e 1. F equency o pu chasing insu ance online.
In he second g aph we see how esponden s indica ed which insu ance dis ibu ion channel
hey use he mos . The mos popula was he websi e and in second place he insu ance agen
and which shows ha despi e he de elopmen o echnology, he adi ional o m o human
con ac s ill inspi es us . Howe e , insu ance compa ison si es also anked highly,
demons a ing ha cus ome s alue independence, speed and he abili y o compa e quo es.
The insu ance dis ibu ion ma ke is clea ly mo ing owa ds a hyb id model. Cus ome s s ill
need he ad ice o an agen , bu hey a e inc easingly using digi al channels as a supplemen o
p e-selec ion ool o o e s. Fo he indus y, his means ha adi ional and online channels
need o be cohe en ly in eg a ed - o example, enabling a cus ome o s a a pu chase online
and comple e i wi h he help o an ad iso .
Figu e 2. P e e ed insu ance dis ibu ion channel.
The hi d pie cha shows he dis ibu ion o esponden s' answe s o he ques ion on he
impo ance o p ice when choosing insu ance. As many as 70% o esponden s conside p ice
o be an impo an o e y impo an elemen when choosing a policy pu chase channel.
This shows ha he insu ance ma ke in Poland emains highly cos -sensi i e, which may be
due o compa able o e s and low unc ional di e en ia ion o p oduc s (especially hi d-pa y
12%
30%
58%
No Only once Mo e han once
17%
25%
8%
17%
29%
4%
In pe son a an insu ance agen 's o ice Con ac wi h an insu ance b oke
By phone On he insu e 's websi e
Th ough an insu ance compa ison websi e O he
The ole o communica ion… 667
liabili y, acciden insu ance o a el insu ance). The high impo ance o p ice is os e ed by
he g owing popula i y o digi al sales channels, such as insu ance compa ison si es o mobile
apps, which allow cus ome s o quickly colla e o e s om a p ice pe spec i e.
22% o hose su eyed a e no p ima ily d i en by p ice, showing ha he e is a g oup o
cus ome s willing o pay mo e o quali y, ecommenda ions o a ailabili y o ad ice.
Fo insu ance companies, his is a signal o di e si y communica ion channels and sales
a gumen s - no only h ough discoun s, bu also h ough added alues (e.g. as claims
se lemen , apps, cha consul an s).
Figu e 3. Impo ance o p ice in channel selec ion.
In Figu e 4 shows he dis ibu ions o esponses esponden s we e asked o a e he
a ac i eness o buying insu ance online compa ed o adi ional me hods, such as buying
h ough an agen , in a b anch o o e he phone. As many as 60 pe cen o esponden s ind
online insu ance pu chases mo e a ac i e han adi ional me hods. This is a e y s ong
indica ion ha he ma ke no only accep s digi al channels, bu ac ually p e e s hem - mainly
due o he con enience, speed and a ailabili y o quo es.
Howe e , i is wo h no ing ha 20% o he esponden s do no ha e a clea opinion and
10% make hei decision dependen on he si ua ion. This may be due o he ype o insu ance
(e.g. mo e complex p oduc s like heal h o p ope y o en equi e con ac wi h an ad iso ),
le el o knowledge, o p e ious pu chasing expe ience. Only 10% ound online channels
una ac i e. Fo insu e s, his is a clea signal ha al hough he majo i y o cus ome s ha e
con e ed o he in e ne , he e is s ill a g oup ha equi es addi ional suppo and educa ion.
45%
25%
20%
8% 2%
Ve y impo an Impo an Nei he Ra he no impo an No impo an
