Insurance Websites and Apps Miss Opportunities to Build Customer Engagement, JD Power Finds
Summary
A JD Power study shows insurance company websites and mobile apps miss important opportunities to build customer engagement. It highlights shortcomings such as weak personalization, limited self-service capabilities, and poor claims communication that hurt satisfaction and loyalty. Insurers and InsurTech vendors can improve retention by enhancing digital experiences, adding proactive communications, and streamlining key workflows. Expect increased demand for software features that drive engagement and measurable customer outcomes.
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