Refining a customer-first model to thwart carrier hopping
Consumer expectations have drastically changed in the digital age, with carriers needing to create an insurance ecosystem that is personally catered to individual needs.
“You’re in a world where the consumer expects that experience not just to be digitized, they expect it to be intuitive. They expect it to be an experience that drives by itself, where they shouldn’t have to respond to questions that a carrier already knows the answers to,” said Marie Carr (pictured), global growth strategy leader for PwC’s insurance practice.