In the price comparison shopping ecosystem, Jornaya noted a meaningful increase in insurance shopping activity beginning in mid-March and continuing through through May for all lines but life insurance. (Shutterstock)
Almost overnight, COVID-19 changed how carriers and agents are engaging with insurance prospects and customers. They've accelerated their reliance on digital capabilities and advanced the importance of the digital experience more in five months than in the past several decades. There's also a noticeable change in both the consumer journey, in which customers are the sole owners of their experiences and insurance provider behavior.
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