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3 min read

Reduce Policyholder Churn by Improving the Claims Experience

By Patricia Moore on Jun 20, 2019 9:00:00 AM

It's easy to understand the value of bringing in new business. But what about your existing customers? Are they getting the same level of attention as your prospects? If not, it's probably time to rethink your strategy.

Topics: Customer Experience Claims
6 min read

How to Reach 6 Generations of Policyholders

By Patricia Moore on May 14, 2019 8:05:00 AM

Generational shifts have forced insurers to rethink the traditional one-size-fits-all approach to insurance. Here is a brief overview of the consumer attributes associated with each generation of policyholders, along with their respective age ranges, as defined by Pew Research in 2019. 

Topics: Customer Experience Insurance Marketing #GoDigital Infographic Definitions
3 min read

Claims: A Make-or-Break Moment for Insurers

By Patricia Moore on Apr 11, 2019 12:00:00 PM

If ever there is a time when an insurance company puts its promises to the test, it is when a claim is filed. For policyholders, this can be the moment of truth when they see how well their agent or company handles their claim after an incident.

Topics: Customer Experience Claims
2 min read

3 Strategies to Improve Customer Engagement in the Insurance Industry

By Patricia Moore on Mar 11, 2019 4:17:18 PM

Insurance is generally considered "low-touch" industry, continuing to fall short when it comes to engaging with consumers. Unfortunately, a single event - such as a poor claims experience or billing problem - is often the catalyst for policyholders to switch providers, creating a commoditized market and eradicating any sense of brand loyalty.

Topics: Customer Experience
3 min read

Building Trust in the Insurance Industry Through Transparency

By Patricia Moore on Jan 25, 2019 10:50:00 AM

The concept is simple. In exchange for a premium, an insurance company agrees to compensate a policyholder for a specified loss, damage, illness, or death caused by an unexpected event. So, as an industry that is centered on helping consumers better mitigate risks, why does insurance get such a bad rap? In a word, trust.

Topics: Customer Experience