Johannesburg, 08 Nov 2016
If you work in the insurance industry, you may be transitioning to digital processes and services. Insurance companies now face significant challenges when working to connect, communicate and engage with new as well as current customers. These challenges are most obvious when onboarding new customers during the application process and assisting existing policyholders during the claims process. Both processes involve multiple touchpoints that can create either deep-seeded loyalty or unwavering resentment toward their insurer, says Kofax.
Unfortunately, today's customers no longer compare the level and quality of service you provide to that of your competitors. Rather, they are comparing your customer service to the service they receive from retailers like Amazon and other online businesses that create a long-lasting impression of what a good customer experience should feel like. These companies engage customers digitally from the beginning to the end of a process, and they can interact via multiple communication channels whenever and wherever they want. This is what they expect you, their insurance provider, to deliver.
Historically, insurance companies tend to avoid risks and move cautiously toward achieving digital transformation. In this age of digitally connected consumers, many insurance companies still use traditional paper-based processes, e-mail, and faxes as primary channels for communication and customer engagement. Insurance leaders can gain a sustainable competitive advantage by making the transformation to digitised processes.
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