Customers who initiate their conversation through an insurer’s app are 46% more likely to say they had a seamless experience than those who initiate it via phone or agent. Overall, 47% of all insurance policy buyers now purchase through digital channels, while 35% purchase through agents and 17% through call centres. When customers have an excellent digital experience (an overall satisfaction score of 801 or higher on a 1,000-point scale), 92% say they will definitely use digital channels again; When the digital experience is poor (500 or less), this drops to 40%. For insurers, this makes digital experience design not just a technical project, but a key underwriting and retention lever.
Revealed – Price shock, digital transformation tests insurers’ loyalty & more related News Here
