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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.

Much of the progress so far has been through partnerships with InsurTech companies that can help create better digital processes, like forms that auto-populate information and simplified consent authorizations.

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