We've all been disappointed at different times in our lives — it's what we do with that disappointment that shows what type of person or business we are. If we are the source of the disappointment, how do we rectify the situation? Do we make excuses, find a solution or just ignore the situation and hope it will go away?

Customers are usually unhappy because someone delivered less than they promised, less than the customer expected, or less than what was required of the situation. Technology has significantly impacted customers' expectations. They expect to be able to communicate through multiple channels — via a smartphone app, computer, email, text or even over the phone. They want their information 24/7 and they want the work done faster than ever before.

For insurers this means adapting to and using new technology to meet or hopefully exceed their customers' expectations. Failure to do so will probably result in the customer going elsewhere for service.