The five phases of digital engagement for insurance

The insurance industry has been traditionally slower to react to technological change and has found itself chasing the advancements of other industries. Too often, legacy core systems and siloed functionality, such as distributions or claims, hinder insurance companies and stunt agility and innovation. This prevents the much-needed progress for being competitive.

And, for many insurers, the seismic effects of the global pandemic on business and consumer behavior have shone a harsh light on a critical gap: digital engagement.

Today’s policyholders now expect a digital engagement that’s secure and informative, seamless and empathetic — across all channels. Because insurance companies aren’t equipped to provide this, the overall customer experience (CX) remains fragmented and alienating.