8September 2018It is no secret consumers and organizations have created a rising demand over the years for self-service tools and technologies to improve efficiency and enhance convenience. In the late 1990's, financial institutions were considered some of the early pioneers attempting to entice reluctant consumers to utilize ATMs for sensitive transactions such as banking deposits. After years of marketing, increased usage and an overall positive experience, consumers now prefer ATMs, mobile smartphones and online banking platforms over traditional brick and mortar banking centers.The property and casualty industry is following a similar course as it strives to meet the evolving self-service demands of today's technologically savvy consumer. We are finding that consumers who once preferred to shop and service their insurance policies with a visit to a local insurance agent's office are now looking for opportunities to meet their needs through various technologies and self-service tools.Consumers are now demanding such services as electronic document delivery, real-time product changes, online claim filing, and video and chat capabilities accessible through various mobile platforms. While property and casualty organizations strive to meet self-service needs, it is imperative the industry delivers solutions to the marketplace that exude an overall consumer-centric experience.This is especially true for the property and casualty market, which is considered somewhat complex and does not have a reputation among consumers for being exciting or trendy.Customers today want to be in control of their servicing experience but do not want technology to create roadblocks along the way. Such roadblocks can stymie organizations' self-service strategic efforts that are not implemented with great consideration and unwavering tenacity. It's also important to acknowledge that self-service technologies removetraditional human oriented touch points from the customer journey. Successful organizations must find ways to fill the gaps to ensure self-service tools include relationship deepening components to help consumers feel connected and loyal to the brand, products, or services, they purchase. Building a Customer Experience Digital Landscape through Self-Service Offerings within the Property & Casualty Insurance IndustryJeremy PopeBy Jeremy Pope, Senior Director of Consumer & Policy Services, Citizens Property Insurance CorporationIN MY PINION
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