It's time for insurance carriers to realize the value in moving beyond traditional models and offering customers value-add, risk-mitigating services. (Photo: Shutterstock)
Insurance is, by its very nature, a reactive product. Think about it: consumers only ever interact with their insurance company in one of two ways — their regular bill or a claim, neither of which are a particularly positive customer experience.
According to the 2019 J.D. Power Digital Experience Study, about 10% of consumers have never interacted with their insurance company at all. The result is that the insurance carriers are often viewed as purely transactional sellers of policies, rather than partners who can help their customers better protect their assets and manage risk.
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