InsurTech Center

FNOL: Staying ahead of customer expectations

Insurers that provide calm, professional guidance in difficult times significantly boost customer satisfaction and retention.

By Samir Gulati | October 08, 2020 at 05:00 AM

A strong insurance-customer experience needs to begin as early as the first notice of loss or "FNOL." (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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