It is not easy for a general insurer to foster close relationships with their customers. Even calling the customer “policyholder” seems to put distance between them. After all, as consumers, insurance is something we buy, but never hope to use. And when we do use it and make a claim, it is in stressful conditions following an incident we hoped would never happen.
Yet change is happening. Driven by the threat and opportunity that recent technologies and changing consumer expectations are creating, insurance companies have opportunities to strengthen the relationship and partner with policyholders. This white paper examines the background to this, and describes how a new approach to high touch customer engagement leverages that change.