Technology and the ways that insurers use it to communicate with their insureds is affecting how satisfied those customers are with their insurance companies.
A new study by Capgemini Financial Services finds a distinct drop in customer satisfaction levels, especially with Generation Y policyholders, around the globe. Customer satisfaction rates in North America dropped 8.3%, the most significant point drop of the markets studied. But even with the drop, it still maintains the highest level of customer satisfaction at 39.7% compared to Europe, Latin America and other developed and developing countries.
The drop is largely attributed to a dissatisfaction with digital channels such as mobile applications and the use of social media. This is particularly important when it comes to Gen Y customers.
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