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Keeping the human touch in the digital insurance age

November 05, 2019
Making Headlines | 1 minute read

Property Casualty 360 | November 2019

Insurance carriers are increasingly choosing to make processes fully digital, instead of having their employees speak with insureds in real-time. As automation tools and advanced technologies become readily accessible, it’s important to recognize both the benefits and pitfalls of this strategy. Using technology without understanding the implications on the overall customer experience can have detrimental effects (i.e. frustration or skepticism) on the relationships you build with policyholders.

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