Customer Experience

Carriers will be able to provide customers with far more accurate quotes, creating more trust and eventually enabling more self-service.

The widespread dissatisfaction with current levels of customer engagement, while obviously showing our shortcomings, bodes well for our future.

New and perhaps unforeseen risks are likely to emerge, including significantly increased cyber-exposures and the potential for mega-accidents.

The main reason consumers don’t want to buy insurance online directly through a carrier? They don’t trust insurance companies.

Imagine a world without passwords, where TV remotes are rare, and mice only show up in the barn.

Digital engagement provides new benefits to customers, while insurers lower costs, reduce fraud and limit churn.

Through new business models, clever technology and deep understanding of customer journeys, four companies lead the pack.

Chatbots add support and engage consumers without the need for additional staffing, freeing human resources for higher-level tasks.