The key to delighting customers is choice

It's time to stop telling customers how they want to buy insurance. For too long, insurers have been dictating the terms of the customer relationship, insisting that buying insurance must be done in a certain way. But times have changed, and customers now demand choice and variety. They want to be able to purchase insurance online or face-to-face, and they're increasingly comfortable with digital tools and platforms. Insurers need to catch up with these changes and start putting the customer at the center of the relationship. Only by doing so will they be able to maintain a long-term relationship with their customers.

Customers expectations around service are changing

These days, it seems like everything is digitised and available at the click of a button. We can order groceries online, stream our favourite TV shows, and even get our laundry done without leaving the house. It's no wonder, then, that customers' expectations around service are changing. We've become used to the convenience of Amazon and other online shopping platforms, and we expect the same level of ease and accessibility from every company we do business with. The pandemic has only accelerated this trend, as more and more people have turned to online shopping out of necessity. To meet these new expectations, businesses need to provide a seamless omnichannel experience that meets customers where they are. In other words, they need to focus on user experience just as much as they focus on customer experience. By making the customer journey easy and enjoyable at every touchpoint, businesses can stay ahead of the curve in an increasingly digitised world.

Embrace new technology and allow customers to buy insurance online

In order to stay relevant in today's digital world, insurance companies need to embrace new technology. One way to do this is by allowing customers to buy insurance online. Digitisation has made it possible for customers to get instant quotes and buy policies without having to go through a broker or agent. This is not only more efficient for the customer, but it also allows them to self-service, which is becoming increasingly popular. In addition, online transactions are often much cheaper for insurance companies, so there is a financial incentive to make the switch. All in all, it is clear that embracing new technology is essential for insurance companies who want to stay competitive.

Allow customers to buy insurance over the phone

If you're like most people, the idea of buying insurance over the phone is about as appealing as getting a root canal. After all, insurance is one of those things that's best handled in person, right? Well, maybe not. These days, more and more companies are giving their customers the option of buying insurance over the phone, and there are some advantages to doing so. For one thing, it's more convenient than meeting with an agent in person. You can do it on your own schedule, and you don't have to worry about taking time off work or finding childcare. Additionally, buying insurance over the phone gives you more control over the process. You can ask questions and get clarification in real-time, and you can take your time making a decision without feeling pressure from a salesperson. Finally, some people simply feel more comfortable discussing such personal matters over the phone than in person. So if you're thinking about buying insurance, don't rule out the possibility of doing it over the phone. It might just be the best option for you.

Offer in-person consultations for those who want them

In an increasingly digitized world, there's something to be said for the personal touch. That's why, despite the convenience of online consultations, I always offer in-person consultations for those who want them. There's something about face-to-face interaction that can't be replicated online. You can read a lot from someone's body language and eye contact, and that can help build trust. Plus, it's just more old-fashioned and personal. So if you're ever in the area and want to meet in person, just let me know. I'm always happy to chat face-to-face.

Offer the ability to self-service

We all know the drill. You want to do something simple, like change your password or update your address, but instead you have to jump through hoops just to find the right customer service number. Then you're put on hold for eternity and forced to listen to a loop of tinny elevator music. But it doesn't have to be this way! More and more companies are offering self-service tools that allow customers to login to a portal or dashboard and take care of things themselves. Not only is this more efficient for the customer, but it frees up customer service representatives to handle more complex issues. And with tools like personalisation and analytics, self-service can be tailored to each individual customer's needs. So why not make your life easier and offer the ability to self-service? Your customers will thank you for it.

So which is the best way to buy insurance? The answer, of course, is that it depends on the customer. Some people prefer to talk to an agent or broker in person, some want to research their options online before making a purchase, and others would rather just call up and have someone take care of everything for them. We believe that customers should be able to buy insurance however they want, and we’re embracing new technology and methods to make that possible. Thanks for reading – now go get insured!