The last 12 months have created new challenges for insurance companies and an increased urgency to step up to the plate on digital transformation. The reputation of the industry as a whole has taken a hit, although behind the scenes most companies have found a way to provide continuity of customer service and cope with fluctuations in claims demand.
There may even have been some good outcomes, with customer retention being seen as positively impacted by the pandemic. As the results of this claims survey reveal, customer experience is more important as a business driver than ever, and an empathetic approach to handling claims is essential. However, operational efficiency is on par with customer experience as a primary objective, which means technology must be placed at heart of any transformation in order to achieve both.

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