One consequence of our 24/7 world is that customers expect to be able to contact their insurer and access information at all times, and through their channel of choice. But when it comes to claims, which channels are preferred over others?

Customers value access to different channels

What channel did you primarily use for these three actions relating to your most recent claim?
Click on the image above for a larger version (opens in a new window).

At Accenture, we expect digital to increase its share of traffic in the near future. Insurers must be prepared to keep pace with the digital revolution, and with it, customers’ increased service expectations and opportunities for innovation.


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