What are you afraid of this Halloween? That your customers might disappear like ghosts? That your competitors might pick them off like vultures? That it’s all going to drive you batty?

Your fears may not be unfounded, given public perceptions about insurance carriers, agents and brokers. Many people don’t find the industry trustworthy. (Just over 50 percent trust the financial services industry as a whole, according to Edelman’s 2015 Trust Barometer.)

Executive Summary

Watermark Consulting's Jon Picoult provides a checklist for insurers seeking to replace the spooky world of insurance with customer delight. Among the tips: Lose the big, audacious transformation projects and focus on employee engagement.

Many also view the industry as overwhelmingly complex. And most are not satisfied with their current providers. (Only 29 percent of property/casualty and life insurance customers surveyed by Accenture said they are satisfied, according to an August 2015 report.)

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