In the modern, digital marketplace, the customer experience is everything. From retail to service, today’s consumers expect quick, complete and secure interactions at every touchpoint.

Insurance is no different – and with stiff competition to win and retain clients, creating a positive customer experience is more important than ever. Insurers need to shift from being a service transaction industry to an experience industry.

At AAIS, we’ve studied the customer experience in the risk and insurance industry, and have identified several key tenets:

• Customers don’t want to wait. Today’s consumers want to move quickly. They don’t want to wait for correspondence to arrive in the mail, spend precious hours on the phone with a call center, or spend days or weeks waiting for a claim adjustor. Customers expect timely support, with immediate claims payouts and updates in real time.
• Insurtech is everything. Innovations in insurtech will help the modern insurer stay competitive. From artificial intelligence to automation, the rise of chatbots, and digital self-service, insurers must select the right technologies to level the playing field and create efficient and secure customer interactions. That’s why AAIS invested in a modern infrastructure that supports machine learning, artificial intelligence and blockchain. Our new advisory products and services can be integrated into our Member carriers’ own operations, helping them stay competitive.
• Empathy is key. When customers talk to insurers, they’re often in the midst of a trying time in their lives. They might be dealing with a car accident, home loss, or problems in their business. From a first notice of loss through adjustment and claims payment, the modern insurance experience should be centered on empathy – a focus on the person and not just the transaction.