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The objective of this study is the identification of enabling and hindering factors for the adoption of online claim notification services that are an important part of the customer experience in insurance. For this purpose, we conducted a quantitative cross-sectional survey based on the exemplary scenario of car insurance in Germany and analyzed the data via structural equation modeling (SEM). The findings show that, besides classical technology acceptance factors such as perceived usefulness and ease of use, digital mindset and status quo behavior play a role: acceptance of digital innovations, lacking endurance as well as lacking frustration tolerance with the status quo lead to a higher intention for use. Moreover, the results are strongly moderated by the severity of the damage event\u2014an insurance-specific factor that is sparsely considered so far. The latter discovery implies that customers prefer a communication channel choice based on the individual circumstances of the claim.<\/jats:p>","DOI":"10.1007\/s10799-023-00404-z","type":"journal-article","created":{"date-parts":[[2023,7,6]],"date-time":"2023-07-06T03:26:12Z","timestamp":1688613972000},"page":"101-116","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":3,"title":["Acceptance of online customer channels for damage claims in Germany"],"prefix":"10.1007","volume":"26","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-0407-5520","authenticated-orcid":false,"given":"Fabian","family":"Lang","sequence":"first","affiliation":[]},{"given":"Lukas","family":"Riegel","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2023,7,6]]},"reference":[{"key":"404_CR1","doi-asserted-by":"publisher","first-page":"359","DOI":"10.1007\/978-3-662-49275-8_34","volume-title":"Digital marketplaces unleashed","author":"M Cebulsky","year":"2017","unstructured":"Cebulsky M, G\u00fcnther J, Heidkamp P, Brinkmann F (2017) The digital insurance - facing customer expectation in a rapidly changing world. 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