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Customer Journey Mapping: Meeting Insurance Customers Where They Are
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.
The traditional insurance business model has been stable and effective for many years. However, the rumblings of digital disruption is shifting the foundation of that model as products and services are delivered differently. The impacts of insurtech and other third party players are beginning to change the very essence of insurance products and services and eventually could change the entire model itself.
J.D. Power recently released its 2018 U.S. Insurance Shopping Study, which ranks the top insurance companies based on a scale of customer satisfaction. For the 6th consecutive year, Erie Insurance topped the list, followed by Auto-Owners Insurance, American Family, Amica Mutual, The Hartford, and 15 other industry leaders.