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Core Insights - The article highlights the contrasting preferences of older and younger consumers regarding insurance services, with older individuals favoring in-person interactions at physical branches while younger consumers prefer the convenience of online platforms [1][2][3] Group 1: Consumer Preferences - Older consumers, such as the characters in the article, express a strong reliance on physical insurance branches for personalized service and clarity in understanding complex insurance products [1][3] - Younger consumers, particularly those from the post-95 generation, demonstrate a high acceptance of online insurance services, valuing the convenience of accessing information and completing purchases digitally [2] Group 2: Challenges Faced by Physical Branches - Physical insurance branches are experiencing a decline in customer traffic due to the rapid growth of online insurance services, leading to a noticeable impact on business volume [1] - Issues such as inconvenient branch locations, varying levels of staff expertise, and lengthy processing times are diminishing the service experience for consumers visiting physical branches [2] Group 3: Adaptation Strategies of Insurance Companies - Insurance companies are actively seeking a balanced development model to cater to the differing needs of online and offline consumers, often resulting in the closure of low-performing branches [2] - Some branches are innovating by incorporating smart devices and expanding service offerings beyond traditional insurance sales to include health management and retirement planning, aiming to enhance customer engagement [3][4] Group 4: Future of Physical Insurance Branches - The future of physical insurance branches may involve a transformation into comprehensive service hubs that provide specialized support for demographics such as the elderly, while integrating additional services to meet evolving consumer needs [4][5] - As consumer awareness of insurance grows, the demand for quality insurance services is expected to increase, suggesting that physical branches can thrive by adapting to market changes and innovating their service models [5]