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Customer Journey Mapping: Meeting Insurance Customers Where They Are
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.