Q: In what areas of the claim lifecycle are human interactions most important?

Millennials want to know their agents have got their back in difficult situations. While live chat and texting can help streamline interactions, insurers should consider ways to implement easy offboarding ramps from digital to human to ensure policyholders' needs are met.

Q: Which digital investments stand to deliver the most value in terms of meeting the expectations of younger generations and positioning operations for the future?

While many digital investments can generate ROI, not all are created equal. Payment is an easy win in this area, especially considering that most younger generations have limited familiarity with paper-based check processes and more importantly, expect their payments to happen quickly with a digital option.

Q: How can our agency best personalize the claim experience to appeal to millennials?

A growing body of research points to the power of personalization as a key factor in successfully engaging with millennials. From a customer satisfaction standpoint, millennials increasingly expect personalized claim experiences. For example, in terms of digital payment strategies, insurers should consider offering more than one option whether automated clearinghouse, virtual cards or push-to-debit.

Technology is a key ingredient to successfully engaging with this and upcoming generations, but it must be thoughtful in approach. Millennials may expect simple, fast and transparent processes, but they also value human interaction. Insurers that expect to remain relevant will understand this nuance.

Special Reports /

Millennial X factor: How does your digital strategy stack up?

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