These days, transparency is a key component of any positive customer experience, regardless of industry or channel. When it comes to the insurance customer experience, however, defining just what transparency means to each process stakeholder, including the customer, is not the only challenge.
Executive SummaryFor commercial insurance carriers with rigid processes and siloed core systems that stand in the way of delivering transparent customer experiences, low-code platforms may be an answer, according to Appian's Kate Gingras. Here, she explains that any underwriter, claims professional or CSR with basic Excel skills and a little training in app-building can become "citizen developers" of apps that enhance collaboration between process stakeholders, shifting traditional roles in the insurance value chain.
As it turns out, delivering transparency is even harder in this industry because of constraints held in place by rigid processes, siloed technology solutions and traditional roles within the insurance value chain itself.
It’s time for a change.
Get Your Inner Collaboration On
In personal lines insurance, transparency is a top demand for end-user customers who have been conditioned by personalized point-of-sale (PoS) experiences in other industries, such as retail and banking. Personal lines insurers have been forced to provide self-service opportunities and increased access to policy information, which at least present the appearance of transparency.