When customers reach out for support, they want the experience to be three things: personal, fast and easy. (Credit: Shutterstock) When customers reach out for support, they want the experience to be three things: personal, fast and easy. (Credit: Shutterstock)

Insurance companies are experiencing an unprecedented surge in customer service calls and inquiries related to customers' concerns, whether it's about paying their premium on time or questions about coverage and copays related to tests and prescription drugs.

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