Whether an insurance company guarantees you that “you are in good hands” or that “15 minutes can save you money” on your insurance bill, members of the insurance industry must take customer experience (CX) seriously.
The interactions between insurance providers and customers usually happen during a moment of truth, e.g., when customers are dealing with a frustrating or painful situation such as a health insurance claim after a doctor appointment or a car insurance claim for an accident. During these moments of truth, it truly comes down to how the claim is handled by the company – within the customer’s journey. In addition, the insurance customer base has gone digital (237 million smartphone users in the U.S in 2018*), and insurance companies should be adapting and embracing these new channels.
Check out our infographic and see why the insurance industry needs to channel their CX efforts.