Insurance customers’ demands are changing. By incorporating these tips into their customer service strategies, insurance agencies can ensure that all clients leave interactions satisfied. (Photo: Shutterstock)

Positive customer service has always been mandatory for agencies looking to build and sustain business, but given the rise of digital — coupled with the effects of the pandemic — there has been a widespread increase in expectations for brands to provide consistent and exceptional service. In fact, according to a survey by Infobip, 89% of American consumers state that good customer service is more important now than ever due to the pandemic.

Further, customers have the lowest attention spans they’ve ever had and are spoiled for choice. Despite the increase in queries that many industries saw during the pandemic, customers still demand shorter wait times and fewer hiccups along the way. Above all, they want to leave the interaction satisfied.

Want to continue reading?
Become a Free
PropertyCasualty360 Digital Reader.


  • All news coverage, best practices, and in-depth analysis.
  • Educational webcasts, resources from industry leaders, and informative newsletters.
  • Other award-winning websites including and

Already have an account?



Join PropertyCasualty360

Don’t miss crucial news and insights you need to make informed decisions for your P&C insurance business. Join now!

  • Unlimited access to - your roadmap to thriving in a disrupted environment
  • Access to other award-winning ALM websites including, and
  • Exclusive discounts on PropertyCasualty360, National Underwriter, Claims and ALM events

Already have an account? Sign In Now
Join PropertyCasualty360

Copyright © 2023 ALM Global, LLC. All Rights Reserved.