A majority of insurers are still trying to wrap their headsaround delivering a swift, efficient and user-friendly experienceto their customers. Innovation is pulling insurers in so manydirections, but the industry can't let the appeal of newtechnologies distract from revamping basic functions that arecritical to consumer-facing efforts—especially since insurers needto attract a Gen Y consumer who thrives on ease, simplicity andefficiency.

[Related: The paperless office: myth orreality?]

While current document strategies can be sufficient, it'simportant to know how far the process has come in the past fewyears and how carriers can leverage these new advancements to helpincrease their customer retention and value. According to the 2015World Insurance Report from Capgemini, agentscurrently lead with a 51% satisfaction rating among North Americanconsumers, compared to 40% for the Internet and 38% for phone. Thisshowcases that the potential for boosting satisfaction lies withinagents, but carriers must provide the tools necessary to improvethe consumer experience.