Improving Customer Service


In today’s incredibly competitive environment, insurers are focusing on service to retain existing policyholders and attract new customers. For Generation Y, that means providing service via email and the Web.


“We found that customers today want to interact the way that they want to interact and it will vary by demographic group, but it is mostly focused around email and Web interactions. “


Martina Conlon, Novarica


Customers have come to expect a level of service from their insurance providers on par with what they receive in the wider world from companies like Amazon.com. As excess insurance capacity intensifies competition, insurers are striving to meet heightened customer service expectations in order to hold on to existing business and to spur growth. A Novarica survery shows that for Gen Y customers — those in their 20s — the preferred method of doing business is by email or through Web interfaces, such as Web portals or online applications.


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