Insurance companies are now tasked with maximizing the benefits of digital tools while maintaining personal engagement with customers at critical moments. (Credit: KHUNKORN/Adobe Stock)
The insurance industry has seen a shift in customer preference toward self-service portals due to the rapid rise of tech-savvy customers. In fact, claims handled virtually by mobile apps and digitally through automated processing increased from single digits to 55% over the last few years.
The evolving trend challenges insurance companies to maximize the benefits of digital tools while maintaining personal engagement with customers at critical moments. From the perspective of insurance agents, digital tools also support their workflows and augment their capabilities to build improved customer experiences.
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