Good discussion on today’s webinar about mutli-channel communication with Generali. One of the biggest challenges for insurers is that unfortunately, new channels don’t necessarily displace old ones across the board. As this chart from our multi-channel survey report shows, agents gravitate towards the most convenient channel for each task.
My key takeaways for webinar attendees today:
- The nature of the insured/distributor/company relationship has changed due to the increased flow of information
- Distributors and customers expect rich information, speed and convenience, choice of channels with consistent experience
- There are no more acceptable excuses for delays, inaccurate, or inaccessible information.
- Insurance companies are investing to keep up with these increased expectations.