A majority of insurers are still trying to wrap their heads around delivering a swift, efficient and user-friendly experience to their customers. Innovation is pulling insurers in so many directions, but the industry can't let the appeal of new technologies distract from revamping basic functions that are critical to consumer-facing efforts—especially since insurers need to attract a Gen Y consumer who thrives on ease, simplicity and efficiency.
[Related: The paperless office: myth or reality?]
While current document strategies can be sufficient, it's important to know how far the process has come in the past few years and how carriers can leverage these new advancements to help increase their customer retention and value. According to the 2015 World Insurance Report from Capgemini, agents currently lead with a 51% satisfaction rating among North American consumers, compared to 40% for the Internet and 38% for phone. This showcases that the potential for boosting satisfaction lies within agents, but carriers must provide the tools necessary to improve the consumer experience.
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