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The changing face of the digital insurer

BearingPoint. Institute The changing face of the digital insurer As businesses connect with financial services and supplier bases via the tip of their fingers, insurers should engage in an integrated omnichannel model that allows commercial and personal customers to dictate their relationship with a provider through a seamless digital experience Managing risk The first notification of a claim may come from connected technology and not by a person. Omnichannel insurance touchpoints In this scenario, customers can directly engage with their provider through one channel, but may conduct part of a transaction via another. By building on the security of face-to-face personal service, insurance providers can harness the advantages of mobile technology, empower their customers and secure competitive advantage. Customer loyalty Digital services Alerted by in-app mail, the customer calls the provider, expecting the agent to know that they were alerted electronically by the insurer Even with tremendous demand for online services, offline channels like on-site meetings or face-to-face interactions earlier. This omnichannel remain vital when dealing with more complex and higher-value commercial products and environment records all transactions and transfers customer data seamlessly between channels. investment advice. Insurer engagement Once the claim is made, the customer may choose whichever channels of Omnichannel functionality New digital technologies allow insurers to connect with their customers on their smartphones, whilst knowing more about them through access to pools of their data. communication are best suited to the situation: call back, email, in-app messaging or SMS. The omnichannel system understands the context of the customer's needs. BEIO06-01-PSI-IN

The changing face of the digital insurer

shared by BEI on May 18
Insurers have been slow to rewire their businesses for the digital era; as they do, they must use technology to reinforce customer interaction and the human-to-human relationship.


BearingPoint Institute



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