[Checklist] Creating a More Customer-Centric Digital Life Insurance Journey
More consumers are interested in purchasing life insurance these days. According to the 2021 LIMRA and Life Happens Insurance Barometer Study, over 35% of those surveyed plan to purchase life insurance within the next 12 months – the highest number in the survey’s history. And, they’ve indicated that they want to make those purchases in simple, intuitive and more convenient ways. Most prefer purchasing insurance online or through a hybrid approach that combines both an in-person (agent) experience coupled with a digital component. Insurance carriers that want to capture new customers in this environment must make sure their digital customer journeys are prepared to engage, support and drive customer behavior at every stage.
But, not every digital journey is created equal. Those that will succeed in the new era of protection products will integrate a multi-channel approach with product design and be built with the customer’s needs and interests first. This checklist offers five considerations to guide your planning in building a customer-focused digital journey. It might also help uncover new opportunities for collaboration and co-development in acquiring business-critical capabilities.
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