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Clear and personal conversations are essential for building trust. (fizkes/Shutterstock) Clear and personal conversations are essential for building trust. (fizkes/Shutterstock)

Insurance is at greater risk of suffering from an erosion in trust than any other industry. Delivering an exceptional customer experience is difficult even in the best of times. But when you add the emotions that are connected to a catastrophe like a hurricane, tornado, wildfire or other natural disaster to the mix, the chances for a negative customer experience increases.

Now, with a fluctuating post-COVID-19 market and premiums set to rise, 91% of more than 200 executives surveyed from across the insurance industry are prepared for customer distrust to increase further.

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