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Pinpointing Preferences 2017: Life Insurance Policyowner Service Channel Preferences

How can companies ensure that they offer a better customer experience and meet or exceed policyowners’ service expectations? How do channel preferences vary from one type of service to another?

Pinpointing Preferences 2014: Life Insurance Policyowner Service Channel Preferences

What are policyowners’ preferred channels for service: online, through financial professionals, or direct from companies?

Online Service Preferences: Life Insurance Policyowner Preferences (2017)

Do life insurance policyowners want online service options, and how important is it for these services to be accessible from their mobile devices?

Policyowners’ Interest in Online Service Grows

New LIMRA research finds 37 percent policyowners went online for service in 2017, 23 percent higher than in 2014.

Pinpointing Customer Preferences: Customer Service for Life Insurance (2011)

How can companies achieve their customer service goals? What are life policyowners looking for when it comes to service from their companies? How have they received service in the past and was this service satisfactory? How do they want to receive service in the future? Are personal or electronic means of service preferred and how does this vary by the type of service received?

Digital Service Preferences: Life Insurance Policyowner Service Preferences through Web, Mobile, and Social (2014)

Are policyowners interested in using companies’ websites for service or connecting via social media? Do they want to access them from mobile devices?

Meeting Service Expectations: Company Policyowner Service Options for Life Insurance and Annuities (2014)

When policyowners seek service from your company, multiple channels and quality service through each helps respond effectively. How are companies like yours meeting customers’ service needs and expectations?

Insurance Service Process: The Role of the Internet in the United States (2012)

How valuable are insurance and financial services companies’ website, mobile, and social media communications to consumers?

Two-thirds of Life Insurance Policyholders Expect Seamless Integration between Service Channels

Ever called a customer service line and tell your story only to have to tell it all over again when you were transferred to another person?

'Disruptive' Consumers Want More Mobile Services

During a presentation at the 2014 LIMRA Marketing Research Conference Joseph Coughlin, Ph.D., director of MIT's Technology AgeLab said, “Technology has always been disruptive, now consumers are disruptive, too.”