It's no secret that property and casualty insurance carriers arefacing new horizons as customers — influenced by the digital offerings from multiple industries —come to expect the same ease of interaction and purchasing fromtheir insurer. Whether you're talking about young digitalnatives, Generation Xers or baby boomers, JD Power (2016) foundthat nearly 75% of shoppers obtain quotes and research insuranceonline.

Can insurers give customers what theywant?

Becoming a digital leader requires a holistic approach.It's not enough to simply implement an online portal or add socialmedia marketing into the mix. Insurers must incorporate digitalshopping and buying channels into a transformative,customer-centered effort or risk losing market share.

In a recent PwC survey (2016), 83% of insurance CEOs cited therapid evolution of technology as a majorconcern to their prospects for growth, as legacy technologyprevents many insurers from achieving their digital distributionvision.

Redefining the insurance customerexperience

Customer service-driven enterprises meet customer expectationson many levels. For insurers, that means offering engagementoptions that allow them to research, quote and purchase coveragethrough the channel of their choice. Legacy systems make offeringthis kind of customer environment difficult, but notimpossible.

Digital strategies overcome legacy challenges by unifying datafrom disparate core systems behind a central console. Centralizingdata enables auto-quoting and underwriting, but also supportscross-channel engagement, giving customers the ability to start aninteraction in one channel and finish it in another— without losing their place or starting over.

Personalizing the insuranceexperience

Customers want insurers to know who they are and provide whatthey need. Analytics inherent to leading-edge digital capabilitiesuse information gathered in customer interactions to identifycoverage gaps and offer real-time product recommendations that willbetter mitigate risk and protect assets.

Continue Reading for Free

Register and gain access to:

  • Breaking insurance news and analysis, on-site and via our newsletters and custom alerts
  • Weekly Insurance Speak podcast featuring exclusive interviews with industry leaders
  • Educational webcasts, white papers, and ebooks from industry thought leaders
  • Critical converage of the employee benefits and financial advisory markets on our other ALM sites, BenefitsPRO and ThinkAdvisor
NOT FOR REPRINT

© 2024 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.