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You want to make sure that you give your customers several options for completing transactions (i.e., virtual claims), so they can do it quickly and leverage the option that best meets their individual situation. (Credit: fizkes/Shutterstock) You want to make sure that you give your customers several options for completing transactions (i.e., virtual claims), so they can do it quickly and leverage the option that best meets their individual situation. (Credit: fizkes/Shutterstock)

The pandemic has caused tough times for everyone, including those in the insurance industry. Your firm may have had a policy of putting the customer first, but what that means has evolved due to the COVID-19 pandemic. In the current environment, the principles may be the same, while some practices could be changing. It’s relatively easy to be there for customers during regular times — that’s table stakes for insurance companies. But consistently delivering outstanding service, compassion and flexibility during the long-term in a global crisis is harder.

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