Instant Insights / Improve Customer Experience & Loyalty

Consumers can be fickle, and many will change an agent or insurer based on a single negative experience. Discover ways to improve customer experience and build long-term loyalty through technology, engagement and more.


Thank you for sharing!

Your article was successfully shared with the contacts you provided.
Improving the customer experience. Claims satisfaction will play an even greater role in maximizing the customer experience and insurer success. (Photo: Shutterstock)

Competition in personal and commercial auto insurance is intensifying. Claims frequency is up, and direct premium growth is slowing after hitting a 15-year high in 2017, according to S&P Global Market Intelligence. That means claims satisfaction — read: customer experience — will be even more crucial for insurers’ success.

It’s always been true that customers who experience poor service are simply more likely to switch carriers. Now, however, their service expectations are much more sophisticated, thanks to increasingly personalized interactions with technology and the quality of service they experience elsewhere.

Want to continue reading?
Become a Free
PropertyCasualty360 Digital Reader.


  • All PropertyCasualty360.com news coverage, best practices, and in-depth analysis.
  • Educational webcasts, resources from industry leaders, and informative newsletters.
  • Other award-winning websites including BenefitsPRO.com and ThinkAdvisor.com.

Already have an account?


Join PropertyCasualty360

Don’t miss crucial news and insights you need to make informed decisions for your P&C insurance business. Join PropertyCasualty360.com now!

  • Unlimited access to PropertyCasualty360.com - your roadmap to thriving in a disrupted environment
  • Access to other award-winning ALM websites including BenefitsPRO.com, ThinkAdvisor.com and Law.com
  • Exclusive discounts on PropertyCasualty360, National Underwriter, Claims and ALM events

Already have an account? Sign In Now
Join PropertyCasualty360

Copyright © 2024 ALM Global, LLC. All Rights Reserved.