A great customer experience is primarily about delivering the right information to the right place at the right time. By adopting an ongoing, dynamic approach to document communications, insurers can ensure that their document communications remain accurate, timely and closely aligned with policyholders’ needs. Insurers should implement these best practices in order to optimize the [...]
Efficient, effective document communications aren’t something insurers accomplish by just trying to get employees to perform tasks more quickly or by just implementing a piece of software. They have to have a strategy. A strategic approach requires insurers to understand who their customers are, what their customers want and how those needs can best be [...]
The level of care that organizations provide is an integral part of the overall product delivery, especially in life insurance where a policy document tends to be the only tangible evidence of the relationship. Today, policyholders choose insurers for more than just great rates and coverage. They also want great service throughout the life of [...]
Insurers that deliver a superior customer experience are fulfilling a key aspect of their mission and will ultimately reap rewards for their efforts in the marketplace. Insurers that deliver a substandard customer experience are not and will eventually fade in the face of competition. The experience is important whether the customer is a policyholder, employee, [...]
In today’s uncertain economic environment, life insurers that want to improve their competitive position must carefully balance efficiency and growth initiatives. While most are optimistic, few believe it is time to go full throttle and are turning to improving the policyholder experience as an alternative to rapidly expanding revenue sources by writing new lines of [...]
Consumers are always looking for the best coverage at the best rate, and insurers, along with competitors, are scrambling to meet the need. The result is tighter budgets for most departments within insurers. Even in cases where departments receive additional funding, that funding may be earmarked for specific purposes other than improvements in customer service. [...]
The contemporary business environment has undergone significant changes over the past few years. The increased use of one-to-one communications has pushed organizations to modify the way they interact with their customers and focus on building customer loyalty. The only companies that will thrive are those that are able to develop and maintain relationships with their [...]
In today’s market of low rates and declining economic activity, insurers that want to improve their competitive position must process significantly larger volumes of business—this while budgets and investments are being cut. Adopting new approaches and new technologies to significantly accelerate workflow, processes and the delivery of new products is key. The three Rs keeping [...]
Customer satisfaction is vital to the ongoing viability of any organization and ultimately provides a key measure of business performance. An area of opportunity for customer satisfaction may be found in customer documents. Customer correspondence in the form of letters and statements, applications and notifications, beneficiary forms and prospectus booklets all combine to represent the [...]
Designing a document strategy is like charting a course. Which direction must you head? How will you get there? What results do you expect once you arrive? A document-strategy designer is similar to the navigator of a ship—a sailor must know two things before he can chart a course: his current location and the location [...]
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