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A strong insurance-customer experience needs to begin as early as the first notice of loss or "FNOL." (Shutterstock) A strong insurance-customer experience needs to begin as early as the first notice of loss or “FNOL.” Satisfied insurance customers are 80% more likely to renew their policies than unsatisfied customers. (Shutterstock)

The insurance industry is on track to adapt to a rapidly changing marketplace as customers seek digital solutions that improve the claims process and their experience interacting with insurance carriers.

Customers today are carefully considering insurers’ websites and portals as part of their decision-making process when choosing insurance policies. Customer satisfaction is also critical to retention, as 86% of customers will quit doing business with a company due to a negative customer experience.

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