Description

Is it too difficult to imagine a world where the policyholder is front-and-centre of everything that an insurance company does?

Especially given a number of digital native businesses appear to have rewritten the rule book in terms of delivering a truly customer centric service across the value chain: from the marketing to the sale; then subsequent communication and fulfillment.

Questions to be addressed

• Do insurance customers really expect the same experience when buying insurance and/or making a claim as they do when purchasing and/or using other non-FS products/services?
• What does good look like in terms of great customer service; and how as an industry does insurance go about delivering this idealized outcome?
• What traditional barriers will have to be/have been broken down in order to achieve great customer service in insurance?
• Does product centricity prevent insurance companies being customer centric?
• And many others