In part 3 of our Insurance Customer Journey Blog Series, we delve more into why customer journey mapping is critical for insurers today and how an end-to-end journey perspective ensures better outcomes

Mobile technology is changing many aspects of daily life, and that includes the way people pay for things. During the pandemic, mobile payments took on a greater importance, but tremendous potential remains untapped. Here’s a look at the current trends in mobile payments.

In our Insurance Customer Journey Blog Series, we discuss why reimagining the customer journey is critical, where the current improvement gaps among insurers lie, and further delve into ways these gaps can be addressed. Here in part 2, we take a deeper look at the value of digital engagement, its impacts on customer retention, and how it can engender transparency and trust.

In March 2020, the Merriam-Webster Dictionary added contactless to its word list¹. They define it as relating to or “being a technological system (as for making payments) where information is transmitted without physical contact”.

To account for a reduction in driving during the pandemic, auto insurers gave back more than $18 billion in premiums, according to Insurance Journal¹. That’s a great deal of money, but unfortunately, not all auto insurance customers noticed. A J.D. Power study² found that only about 52% of auto insurance customers knew about the refunds. Those who were aware of the refunds had a more positive perception of their insurer’s brand than those who did not.