{"id":494729,"date":"2023-10-09T09:02:27","date_gmt":"2023-10-09T16:02:27","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/insurance-relationships-rethink-and-revitalize"},"modified":"2023-10-09T09:12:54","modified_gmt":"2023-10-09T16:12:54","slug":"insurance-relationships-rethink-and-revitalize","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/insurance-relationships-rethink-and-revitalize","title":{"rendered":"Insurance Relationships: Rethink and Revitalise"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column elemental_order=”order-2″][vc_column_text]When consumers decide to purchase insurance policies online, they expect the process to be simple, intuitive and fast \u2014 just like any other digital transaction. Few of them want to get into contractual details or have deep conversations. And that\u2019s why many are online to insurance companies. The issue for many insurers, however, is that they don\u2019t have the digital capabilities to support these preferences.<\/p>\n

According to The Digital Insurer<\/a>, 68% of insurance buyers want to conduct transactions online. But fewer than 50% of insurers can digitally provide a product or service quote; fewer than 35% can process a transaction or sale digitally. And only 23% incorporate digital into the claims process. Yet, savvy online shoppers expect access to data and transparency \u2014 and it\u2019s driving cross-industry digital transformation.<\/p>\n

Insurers must differentiate on personalised value and service to take advantage of new opportunities and increase customer loyalty. It\u2019s time to change the perception of insurers to empathetic advisors \u2014 and champions for their customers.<\/p>\n

3 Ways Insurance Companies Build Policyholder Loyalty<\/h2>\n

Customers are clear about what they want and expect. Addressing their needs takes agility \u2014 in product and culture \u2014 intelligent, streamlined processes; and an ecosystem that can tap into the innovative technology that supports empathy in every interaction. The goal should be to simplify and connect.<\/p>\n

It all starts with a foundation based on building the customer relationship, augmented with tools like automation and artificial intelligence (AI).[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]<\/p>\n

1. Automate for Operational Efficiency and Engagement<\/h3>\n

Simplify your processes through automation and self-service. Having automated processes in place enables you to underwrite requests for new policies without lengthy interactions. And it\u2019s the same with claims. It can\u2019t take weeks for simple quotes and claims anymore because the market is too competitive. Automation, including the use of bots, is the most scalable way to do this \u2014 while improving operational efficiency and reducing costs<\/a>.<\/p>\n

In reality, though, it\u2019s not possible for human agents alone to offer digital insurance at scale. Fortunately, advances in automation, fueled by AI, make it very possible. Automating or \u201cdigitalising\u201d key processes, including underwriting and claims, not only helps you improve operational efficiency, it enables you to serve customers in new ways.<\/p>\n

Consumers increasingly prefer to use self-service across the purchasing lifecycle. According to EY, more than 80% of customers are willing to use digital and remote contact channels<\/a>, including web chat, email, mobile apps, video or phone, in place of interacting with insurers via agents or brokers for personal insurance policies. Offering technologies like chat, email and messaging apps gives customers faster ways to engage. They generate many simple, repetitive jobs that you can confidently hand off to a bot. Well-trained bots provide valuable 24\/7 support by deflecting calls without sacrificing quality \u2014 and they can be used in all your self-service applications<\/a>.<\/p>\n

Automation gives you the flexibility to continually create cutting-edge experiences as customer behavior changes. Consider auto insurance. People are driving fewer miles because they\u2019re working at home, yet most of them still pay the same amount to insure their vehicles \u2014 and can perceive this as unfair. To stay competitive, more companies are offering usage-based insurance.<\/p>\n

With the growth of AI connecting internet of things (IoT) devices, this usage-based product is growing rapidly in popularity. You can automate the collection of driving data to set rates when policies are renewed, give discounts for safer driving and use insights for proactive notifications to customers. Traditional insurance companies are partnering with vendors to provide the building blocks for these new insurance products.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]<\/p>\n

2. Integrate Your Customer Engagement Channels<\/h3>\n

The earlier you think about a connected experience across your digital channels, the easier it is to create one. Siloed systems prevent you from making fast and accurate decisions. But adopting an omnichannel approach removes these obstacles. As you add more ways for customers to engage with you \u2014 such as on messaging apps \u2014 having a single, unified view of the customer that\u2019s updated in real time becomes more valuable.<\/p>\n

For example, when a customer visits your website, engages with you via chat or phone for more information, you can automatically capture data from those interactions<\/a>. You\u2019ll continually build customer profiles and be able to offer them more relevant products. And with integrated data and insights into customer behavior, you\u2019re also in a better position to adapt to a marketplace that\u2019s rapidly evolving.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]<\/p>\n

3. Offer Empathy as a Differentiator<\/h3>\n

Empathy is about making sure your customers feel heard, remembered and understood<\/a>. They\u2019ll quickly abandon a business with an overly complex process, or one that doesn\u2019t remember who they are. With process automation and integrated voice and digital channels, you\u2019ve laid the foundation for a deeper understanding of your policyholders and prospects. You\u2019ll be able to customise your interactions with them, as well as the products and services you offer, and engage proactively. In this way, you become more of a proactive advisor who can help customers mitigate risks. For example, you can send tips on helping teenage drivers stay safe; preventing water damage to your home; and how to use smart technology to enhance home security.<\/p>\n

A crucial component of empathy is giving customers a path of escalation to a human. During stressful times, customers often prefer to engage with a human, someone who not only provides fast and accurate answers \u2014 as bots do \u2014 but who empathises as well. Often claims are the result of a traumatic experience. When a customer can\u2019t connect with a human for empathy and support, it puts trust at risk. Yet, putting a customer on hold until they can speak with an agent about an urgent problem isn\u2019t a good solution.<\/p>\n

Now that you know who your customers and prospects are \u2014 and where they\u2019re navigating \u2014 AI transforms that understanding into predictions about what to do next. When you engage with customers at the right time, on the right channel, with the right information, empathy becomes the centre of every conversation.[\/vc_column_text][vc_row_inner][vc_column_inner width=”1\/2″][vc_single_image image=”494383″ css=”.vc_custom_1696526346098{margin-top: 1.5em !important;margin-right: 1.0em !important;}”][\/vc_column_inner][vc_column_inner width=”1\/2″][vc_column_text css=”.vc_custom_1696526304815{margin-top: 1.0em !important;}”]<\/p>\n

The insurance industry’s empathy gap<\/h4>\n

Gain insights into how to meet consumer expectations in the insurance industry.[\/vc_column_text]

Read the report<\/a><\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]<\/p>\n

Rethinking the Relationship<\/h3>\n

Customer expectations of easy, positive experiences are always rising. You can\u2019t take customer loyalty for granted. And you can\u2019t assume that once you have it, you\u2019ll always have it.<\/p>\n

The insurance industry is at a crossroads; there\u2019s a lot more at stake than just remaining viable. It\u2019s a time for true transformation that involves new ways to rebuild customer loyalty through personalised value and service.<\/p>\n

Read “The insurance industry’s empathy gap<\/a>” report for insights, opportunities and the path forward in empowering your customers with seamless experiences.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column elemental_order=”order-2″][vc_column_text]When consumers decide to purchase insurance policies online, they expect the process to be simple, intuitive and fast \u2014 just like any other digital transaction. Few of them want to get into contractual details or have deep conversations. And that\u2019s why many are online to insurance companies. The issue for many insurers, however, […]<\/p>\n","protected":false},"author":1044,"featured_media":377540,"template":"","tax_priority":[54],"tax_blogtype":[17751],"tax_blogcategory":[15939,13232,17631],"tax_contenttheme":[14850],"tax_bundle":[17453],"tax_contenttheme2":[],"tax_capability_sitewide":[16209,16260],"tax_products_programs":[],"tax_buying_job":[16658],"tax_buyer_persona":[16881],"tax_sector":[17005],"tax_segment":[17096,17121,17123],"class_list":["post-494729","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-en-gb","tax_blogcategory-ai-and-machine-learning-en-gb","tax_blogcategory-digital-en-gb","tax_blogcategory-industries-en-gb","tax_contenttheme-improve-customer-experience-en-gb","tax_bundle-digital-fy22-en-gb","tax_capability_sitewide-ai-and-automation-en-gb","tax_capability_sitewide-digital-en-gb","tax_buying_job-job-2-solution-exploration-en-gb","tax_buyer_persona-business-en-gb","tax_sector-public-en-gb","tax_segment-enterprise-en-gb","tax_segment-midsized-en-gb","tax_segment-smb-en-gb","tax_content_type-blog-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/494729","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/1044"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/494729\/revisions"}],"predecessor-version":[{"id":494732,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/494729\/revisions\/494732"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/377540"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=494729"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=494729"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=494729"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=494729"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=494729"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=494729"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=494729"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=494729"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=494729"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=494729"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=494729"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=494729"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=494729"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}