Why Insurers Need to Offer Customers Self-Service Options

April 8, 2019 by Jeffrey W. Brown

Today’s smartphones are more powerful than the computer that once dealt a world-champion chess player his first loss. But when it comes to using the power of mobile to enhance the customer experience, such as through digital self-service, insurance companies have been slow to adapt.

More than 80 percent of consumers say they are willing to replace one-to-one contact with insurance agents or brokers with digital or remote-contact channels, according to research by EY. These channels include mobile apps, web chat, video or email.