Fifty-seven percent of executives surveyed said having a quick, easy and seamless process was critically important to building customer loyalty and trust throughout the claims process. (Credit: THANANIT/Adobe Stock) Fifty-seven percent of executives surveyed said having a quick, easy and seamless process was critically important to building customer loyalty and trust throughout the claims process. (Credit: THANANIT/Adobe Stock)

Hyper-personalization across forms, channel orchestration and AI will double over the next two years, says a study from Salesforce and Smart Communications. The study is based on a survey from Insurance Innovators of 150 senior insurance executives across the U.S. and U.K. Ninety-five percent of those executives said they believe the claims process is where insurers have the greatest opportunity to build — or lose — customer trust.

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Brittney Meredith-Miller

Brittney Meredith-Miller is assistant editor of PropertyCasualty360.com. She can be reached at [email protected].

Claims Technology
Artificial Intelligence
Customer Experience