Digitalization and the changing insurance customer experience

NISCHAL KAPOOR | May 30, 2018

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Customers are reshaping the insurance business experience today. In the insurance industry and also in general, they rely on gathering information from the internet. Specific to insurance, whether they’re deciding to buy a new policy or switch insurers, more are doing their research online than ever before, and the number continues to grow. Also, a customer transaction can start in one channel and end in another channel, with many in between. These interactions can be self-service and with people, from the contact center to CFA to Bancassurance, to affinity-like car dealers, or traditional agents and brokers. Customers expect a consistent experience among all channels and interactions. The ability for an insurer to understand and respond to these trends in a timely fashion is critical to retain good customers, expand wallet share and bring in new business.

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Hannover Re

Hannover Re, with gross premium of around EUR 17.8 billion, is the fourth-largest reinsurer in the world.

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