Learn how COVID-19 is shaping the future of customer experience for life insurance.

Todd A. Silverhart, Ph.D., LLIF; Gina Birchall, LLIF, J.D.; Rob Sims; Nathalia Bellizia 10/23/2020
Learn how COVID-19 is shaping the future of customer experience for life insurance.
This study examines how COVID-19 is affecting the experience customers have when engaging with the life insurance industry, and how this impact is expected to evolve through and beyond the current pandemic. Not only has the pandemic raised the visibility of the value of life insurance in the mind of consumers, it has also prominently introduced the use of digital technologies to support interactions with personal advisors. The acceleration of digital agendas, the evolving role of “human touch,” and the maturation of accelerated underwriting are all discussed.
The report is based on findings from a survey of 3800+ US consumers in July/August 2020, including those who shopped for life insurance prior to and during the pandemic.
Life and annuities carriers' journey to optimizing their customer experience process.
In this paper, we discuss managing customer experience, describe a model of customer experience addressing the nuances of life insurance, and outline an industry benchmarking program.
Learn how the “customer experience” received by financial advisors influences which companies they’ll represent… and which they won’t.
Optimize customer experience for the uniqueness of life insurance.
March 10-12, 2021 - The emergence of new channels, new customer behaviors, new design breakthroughs, new customer expectations and new sources of customer data offer new opportunities to improve the CX and create competitive advantage by putting customers first.
Research tailored to your individual business needs.