Progressive Posts Best Commercial Auto Underwriting Performance in 2024
Co-curated by Alan Demers and Stephen Applebaum, The Connected Podcast is a daily scan of all the happenings in the world of Insurance & InsurTech News. This episode mentions Hi Marley starting at 3:50:
Let’s delve into Hi Marley’s latest survey on insurance service interactions. This research, encompassing insights from 1,000 US policyholders—in the realms of homeowners, renters and auto insurance—illuminates the changing customer expectations and preferences, especially concerning AI and communication channels.
Interestingly, while there’s a significant interest in text messaging as a service channel, it’s seldom provided by carriers for service interactions. Texting not only facilitates ongoing conversations but also enables the automation of simple transactions, creating efficiencies for carriers and quicker resolutions for customers. It’s a potential game changer, bridging the gap between technology and the human touch in service delivery.
Self-service is also gaining traction for straightforward tasks. The survey indicates that over 50 percent of users are satisfied with using carrier web portals or mobile apps for bill payments and document requests, signaling a strong customer preference for digital platforms for simple transactions.
