Technology Helps Shape Insurance Customer Service

Technology has redefined how and where we get information. But it also plays a large role in what insurance customer service looks like today. Mitchell International’s 2017 Third Quarter Industry Trends Report, looks into the new normal and what that means going forward.

Every existing and future insurance customer is already used to getting information with just a few clicks and swipes on their smartphones. This means they’ll be expecting insurance carriers to follow suit and have user-friendly self-service around the clock. “Every market must adjust for new normal consumer expectations throughout the claims journey, or risk losing customers,” according to the report.

In fact, a report by Fujitsu concluded 39 percent of surveyed UK residents would consider dropping their providers if they do not offer up-to-date technology. Having the latest technology won’t completely solve the rising trend; in order to keep and add to their customer base, providers must be present across various mediums and devices.

“Customers demand accurate, relevant and complete answers to their questions upon first glance – served up as painlessly as possible – so they can get back to what they were doing before the issue arose,” Kate Leggett, vice president and principal analyst at Forrester Research said.

Mitchell International, which also owns NAGS, currently offers a variety of First Notice of Loss (FNOL) solutions to help meet the consumer demand. This way, if one of their customers has an accident, they can spend less time getting a quote to repair their car.

To customers, having successful FNOL solutions can mean immediate information and gratification. For example, many auto insurance agencies give their customers the option to take a picture of their accident. This can expedite their repair, not only by getting faster quotes, but by also allowing them to use their smartphone or tablet and do this anywhere. Ultimately enabling them to “get back to what they were doing before the issue arose.”

In that pattern, Mitchell recognizes the importance and need for FNOL. “As technologies emerge and behaviors change, so too must product and service providers evolve. Since ‘mobile’ is now the primary context in which consumers communicate and obtain information, carriers must also think about the claims workflow in the mobile context.”

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