Why insurers should focus on hyper-personalized claims

The right technologies will help to create interactive, two-way conversations and drive hyper-personalization throughout the claims process. (Image: bakhtiarzein/Adobe Stock)

As we’ve all been exposed to an increasing number of digital services over the last two years, customers have come to expect a certain level of personalization. This continues to influence how people interact with their insurers when trying to do things like file claims or apply for new insurance coverage. Customers want, and need, data-driven conversations that help them learn more about the company they’re trusting with such an important part of their life.

It’s no secret that there’s a need to improve customer experience across the insurance industry. Static, paper forms and PDFs are ready to be replaced with an interactive, digital experience that provides customers with the level of personalization they’ve become accustomed to. In fact, new research found that 85% of insurers believe the level of live interaction customers experience with home deliveries set a new benchmark for the insurance claims experience.