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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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What customers experience on a daily basis when they call an Uber or sign into Netflix is also what they expect of their insurer. (Photo: fizkes/Shutterstock) What customers experience on a daily basis when they call an Uber or sign into Netflix is also what they expect of their insurer. (Photo: fizkes/Shutterstock)

Thanks to dramatic changes in technology, customers have come to expect instant, digital experiences for every service in their lives — from ordering a ride to being approved for a mortgage. This shift in expectations hasn’t spared the insurance industry, where despite the introduction of digital touchpoints, a seamless and fully digital underwriting process is elusive.

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