It’s true that customers are increasingly interested in using digital and mobile channels at all points in the insurance lifecycle. However, don’t count out the agency channel. In fact, the Accenture 2013 Consumer-Driven Innovation Survey found that when it comes to making a claim, customers are nearly equally likely to contact an agent, phone a call center or file online.
Agents play an important role in representing the insurer’s brand in the marketplace. Collaboration tools can make it easier for agents to work with insurers and customers. In turn, collaborative tools may help insurers win more business from agents. With the ability to upload and access information, agents can work more effectively and foster stronger customer relationships.
Speaking of customers, they’re the topic of next week’s post: how collaboration can improve the customer experience.
- Read Collaborate for More Effective Claims Handling (Part 1): Overview.
- Read Collaborate for More Effective Claims Handling (Part 2): Adjusters.
- Watch my colleague Michael Costonis share how collaboration can connect customers, agents and insurers in this Insurance Chart of the Week.
- Find out more about Digital Insurer: Enhancing collaboration from carrier to customer (pdf).