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PA OPINION

Reimagining customer contact in insurance

In the face of historic commercial underperformance, increased competition, changing customer needs and employee expectations, insurers must seek and deliver ingenious new ways to drive profitable growth. Insurers today have a clear opportunity to differentiate themselves from their competitors by delivering a seamless customer experience.

The prize is huge – your cost to serve will come down, you’ll delight customers, and you’ll have the opportunity to sell more through loyalty and trust, all while creating a more rewarding role for your agents based on the value they can deliver your customers.

Our short video illustrates a snapshot of one step of the lifecycle of an insurance policy but captures our vision for customer engagement, offering customers and staff the best experience underpinned by three core capabilities - digitising, simplifying and automating.

 
Together, we can design and embed an excellent customer experience while transforming ways of working to create a platform for continuous innovation in the long-term.

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