Our world has been drastically changed by the spread of COVID-19, updating everything from our everyday lives to where and how we will function.
Consumers’ presence is becoming an increasingly important aspect of insurance.Enhancing rich, digital customer experiences offer great possibilities through strategic interaction, particularly for insurers seeking to cross-sell and up-sell their established customers. Insurance buyers are increasingly able to turn their allegiance to insurance providers to ensure that their choice of digital channels and devices enable communication.
Why it is necessary for insurers to use advanced technology to improve customer expertise:
1) In the United States, 45% of people use wearable devices, with almost 43% comfortable in exchanging details with an insurer from such devices in return for benefits.
2) Roughly 43% of U.S. individuals used technologies like AI and chatbots to get assisted with apps/claims processing for insurance.
3) 43 % of American citizens (aged 18-44) favor filing claims with the help of digital channels, and 54% (more than half) of American citizens believe that an insurance app should be simple to use. Source
So, it is no longer all about providing outstanding service to have a good customer experience. It’s increasingly a way for businesses to differentiate their brands in competitive markets. What does this mean, then, for insurers facing increasing competition? It means that those who wish to distinguish themselves and rise to the top will have to deliver a coherent, digitally-powered journey of customer-first experiences.
Data is the lifeblood of the insurance industry. Knowing what happened in the past is useful, but it is much more powerful to know what will happen in the future and how you can influence it.
Analytics also expands beyond conventional customer data points to incorporate behavioral economics as well as artificial intelligence. This gives you a complete view of your customers so that you can offer the correct plans at the right moment and eventually sell them a greater variety of insurance options.
Most businesses these days carry out the majority of their customer interactions via chatbots. It is predicted that more than 90% of all customer communications will be conducted by chatbots by 2025. Chatbots are AI-enabled that can interact intelligently with customers and assist them with most of the problems they face.
Chatbots save a lot of time and money for an insurance agency. Such bots will be able to complete standard procedures such as the implementation of rules, filing claims, and many others. For complex criteria and events, human experiences will be reserved.
3) Virtual Reality / Augmented Reality
In learning about insurance products and services, Augmented Reality / Virtual Reality provides clients with a superior experience. The use of AR/VR technology extends to the method of managing remote lawsuits, recreating incidents, and many more.
With engaging AR/VR videos, AR/VR simplifies the complex insurance policy education. The videos encourage real-life scenarios to demonstrate the importance of life, wellness, and different insurance coverage plans and help raise the purchasing rate of insurance policies.
4) Self-Service Web-based
More and more customers of insurance expect to be able to track their claims’ status and administer their policies online themselves. Studies show that 38% of insurance consumers favor web-based self-services and firmly agree that these systems have moved from “nice-to-have” solutions to “must-have.” Web-based self-services increase consumer interaction.
They offer customers the right to select their favorite ways to make radical improvements to their accounts, find answers, refine consistency in service, and enhance the customer experience.
With technological development, insurance companies can exploit high-speed internal and external data collection and processing and come up with viable and robust business models to compete with digital natives. Dynamic technological advances are changing consumer preferences and criteria for a streamlined, personalized online experience. Any insurance company risks losing a big chunk of market share without these customer-focused technological trends.