What do you do if your insurance clients prefer digital communication over traditional methods?

Incorporating AI chatbots for customer inquiries will improve your approach, likely reducing response times and elevating customer satisfaction levels. This strategic adoption will align with the "modern" consumer's expectations for quick, efficient interactions.

The insurer must abandon the manual verification of a huge number of affiliation applications and claims (with tens of thousands of supporting documents) for this reason I believe that clients are looking for communication with a faster and clearer response about their needs and It is for this reason that communication must be digital, supported by SIP telephony lines, 360 and 720 views of the client in CRM and automated processes with RPA and GenIA.

I would start with incorporating AI chatbots for customer inquiries to initial customer approach, likely reducing response times and elevating customer satisfaction levels. After which a "live" communication channel can be opened up if escalation occures.

Launching a client portal that dynamically adapts content based on user behavior can uptick user engagement. Personalization is critical in today's insurance market, offering customers a curated experience that resonates with their individual preferences and needs. By providing personalized insights and solutions, you can foster a deeper connection with your customers, enhancing their loyalty and satisfaction.

How personal can you go? Well, people seek to be understood and visual triggers are often underutilised. As two examples of this, we once had customers who insured golf clubs. We created a bit of javasript that, when they selected the make and model of their clubs, the clubs came up on screen creating a visual cue that they were insuring the right thing. Quote-to-buy straight through processing rates jumped significantly thereafter. What if on your property product it brings up a good maps image of their property in real time in the background of the quote-and-buy journey? Would that grab the buyer's attention?

Leveraging digital tools to streamline insurance processes can significantly enhance client satisfaction and operational efficiency. For example, a cleint implemented a digital claims filing system that not only accelerates the claims process but also provides clients with real-time updates on their claim status. This system is integrated with a chatbot for initial inquiries, which can seamlessly escalate complex queries to "human representatives". Expect a noticeable improvement in client satisfaction scores and a reduction in processing time. This provides conveniences and transparency to customrs.

The way your team thinks has to be in line with client preferences. While it is acceptable to take a little time to train them appropriately, and meaningful delay will impact the strength of the relationship and maybe even sales/renewals. Thus you need to proactively prepare and deliver training that will allow you team to have the skills and understand the customer desires.

For insurance professionals aiming to enhance their team's digital communication skills, consider incorporating training programs like 'Digital Customer Engagement for Insurance Professionals' and 'Data Protection and Cybersecurity Awareness'. These courses are specifically designed to address the nuances of digital interactions within the insurance industry, ensuring that staff can engage securely and effectively with clients. Additionally, integrating practical, scenario-based training on CRM systems can significantly improve response efficiency to client inquiries and claims processing.

Looking ahead, integrating AI and machine learning into digital communications will enable even more personalized and anticipatory service offerings.

Meet your customers where they are. If they want digital communication, you should provide it, or they'll go to someone else who will. It's essential to offer customers the tools and means to communicate in their preferred way, and increasingly in this day and age, this means some form of digital communication. Personalize the experience using data analytics to understand their preferences and tailor interactions accordingly. For example, if a client frequently checks their policy details online, offer a customised dashboard highlighting relevant information. Personalised emails or messages that address clients by name and reference their specific needs can make them feel valued and understood, strengthening their loyalty to your brand.

I thought that in today’s world, “traditional” meant “digital”. This is how most insurers communicate now. Or is there anyone who still send faxes?