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A study from Bain & Co. recently detailed the different levels of insurance customer, and revealed surprising findings that suggests that insurers are alienating the most valuable clients by focusing primarily on digital investments. 

Instead, the study proves the need for multichannel engagement, as customers expect to access information anytime, anywhere. The industry has to evolve its business and customer service models to interact with customers through a variety of touch points, including online, face-to-face, videochat and other platforms. 

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