Customer service expectations in the insurance industry have seismically shifted in the last couple of years. (iStock) Customer service expectations in the insurance industry have seismically shifted in the last couple of years. (iStock)

Today's insurers must meet the growing customer demands for convenience, choice, a personalized experience, and a faster, automated service across the whole insurance journey, from purchase to first notice of loss (FNOL) to settlement.

At the same time, we've also seen the insurance industry starting its own makeover, from being a late-adopter cautiously eyeing new technologies, to embracing and leveraging new innovations that offer customers the choice and speed they're looking for, with the added bonus of reduced loss adjusting expense and more accurate loss estimates.

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