Customers are demanding a different experience from every company they do business with. For years, insurance has behind the curve on meeting these demands, and customers dealt with it.
That has changed — and changed rapidly. As more and more parts of their lives are on-demand, digital and flexible, customers' willingness to accept an experience that is not those things is evaporating.
At the same time, a new generation of carriers has emerged, enabled by technology to be free of some of the constraints that have prevented the industry from meeting changing customer expectations.
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