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Texting for insurance information. Insurance companies are finding that policyholders prefer texting to other means of communication. (Photo: Shutterstock)

Lack of responsiveness is a primary business problem today. Insurance companies have learned that phone calls and email have lost their effectiveness due to spam and overuse, making it a challenge to reach and hear back from customers. The impact ranges from insurance agents trying to retain existing customers to delays for claims adjusters trying to make contact or gather documentation. Phone tag and delays have become the norm at a cost of depreciating customer experience and a loss of customers.

Innovative insurance companies are addressing this problem by utilizing texting applications. The intent is to drive customer experience scores higher while also enhancing operations by lowering communication response times. According to recent Zipwhip research, both business drivers are attainable:

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