Customer Experience

Insurers that decide they can handle claims with young, inexpensive, inexperienced and untrained claims handlers should be accosted by angry stockholders.

Due to advances in AI, properly built algorithms using approved data sources can produce accurate life insurance quotes in only five minutes.

By adopting automation and sustainability, insurance carriers can enhance the customer experience while driving down operating costs. 

With rates soaring and insurers pulling out of California, agents must double down on outreach, empathetic communication and client education.

Four simple questions will help agents communicate better with clients, helping the agents lean into a role as advisers on risk. 

Efforts at improving CX need to go beyond removing friction and becoming digital; great CX now means personalizing products and services. 

ITL FOCUS is a monthly initiative featuring topics related to innovation in risk management and insurance.

Human agents receive the support to make their jobs more manageable, reducing contact center churn while improving customer engagements.