Insurancewith Specialists In Providing Medical Travel Insurance The Right Automotive Insurance

Insurancewith Specialists In Providing Medical Travel Insurance The Right Automotive Insurance

Beyond the single customer experience: an end-to-end view
But there’s more. While the claims process is widely recognized as a key moment in the customer experience, Accenture also found that customers who have submitted an insurance claim in the past two years are almost twice as likely to switch insurers than those who didn’t submit a claim.

Quoting Michael Costonis, “the very act of filing a claim makes a customer much more likely to switch insurers, regardless of how satisfied they are with the experience”.

And this is where I would like to point out something else. People want to protect what’s dear to them and it’s important to recognize the full impact of that. It’s also important to look at how to make the difference from a customer perspective and, while doing so, taking the overall customer life cycle into account. As also mentioned in that post, customer satisfaction, service, assistance and smooth claim processes alone don’t cut it but they do remain important.

Protecting what is dear to us is about managing risks. This means that we would prefer to avoid claims as much as possible, as Michael Costonis confirms. It is so important that, according to the research, consumers are willing to share data and provide information using innovative and differentiating possibilities, often based on digital technologies.

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