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.


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Like C-3PO from "Star Wards," good AI works behind the scenes to help humanity make better and smarter decisions. (Illustration: Shutterstock) Like C-3PO from “Star Wards,” good AI works behind the scenes to help humanity make better and smarter decisions. (Illustration: Shutterstock)

For anyone involved in an accident, the hours immediately following are often emotional and highly stressful. A split-second distraction sets in motion a seemingly endless chain of events and an overwhelming list of time-intensive tasks: claims, data, testimonials, valuations, compensation, recovery and replacement.

Even in smaller impact incidents, emotions run high. The way in which insurance companies handle these “make or break” moments can determine a consumer’s long-term loyalty. The inefficient or incorrect handling of a claim can alienate a customer for a lifetime.

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