Customer expectations are constantly evolving in complexity. In the past, insurance companies only had to compete against each other. Now, customers compare providers based on all their digital service experiences. They want the personalization they experience with Amazon combined with the unparalleled customer service of Zappos. They want self-service options, rapid resolutions for their problems, and knowledgeable agents.
Today’s customers have high expectations, and falling short may mean losing their business. Here are a few strategies insurance providers can implement to improve the customer’s insurance claim experience:
- Use electronic forms. Electronic forms reduce the frustration and delays caused by human errors. For example, digital forms can guide customers through claims paperwork to ensure they fill and sign everything required. Eliminating human error expedites repairs, payouts, and more for a much more efficient claim cycle.
- Personalize product offerings. Customers have a general idea of the insurance coverage they need, but they may not be aware of coverage exclusions or gaps in their policies. Insurance providers can add value to their services and improve the customer experience by including recommended products tailored to the customer’s existing policies. For example, if a customer lists their occupation as a driver for food delivery services, they likely need special coverage for their vehicle. Customers may not be aware that many personal auto policies don’t cover the business use of the vehicle.
- Engage more often. Many customers only hear from their insurance provider when it’s time to renew their policy. Such limited interactions fail to build meaningful relationships, and insurance providers are missing out on valuable customer insight. Insurance providers can conduct surveys, create content customers value (e.g., tips to reduce insurance premiums, common coverage gaps, dispelling insurance myths, etc.), and engage with customers on social media.
- Implement omnichannel communication. Customers use a variety of communication channels daily, and many have clear preferences. Some may prefer a traditional phone call or email, while others may prefer the casual nature of texting or messaging over social media. Offering text communication is also important, as there may be times when customers need answers straightaway. Providing a multitude of communication options allows customers to engage on their preferred platform.
Omnichannel communication is an important component of elevating the customer experience and digitally transforming the insurance industry. Contact the experts at Actec to learn how text and chat services can improve your customers’ claims experiences.