Customer expectations for great CX are far outpacing insurance carrier’s rate of innovation. If providers don’t innovate fast, their customers will jump ship to a competitor. According to Accenture, 41% of surveyed P&C insurance customers who said they were satisfied with the way their claim was handled still reported they are likely to switch to another insurer. To transform their digital claims offering, insurance providers must provide a seamless, personalized experience across multiple engagement channels, including agent-assisted support and self-service. In this session, we will walk through the top 3 ways COVID-19 changed consumer behaviours for good; how to evaluate new CX platforms in order to drive innovative CX at speed; and real-life customer stories on how insurance providers increased CSAT and lowered costs with digital claims automation.
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