![]() ![]() But in recent times, companies like Lemonade and Hippo have made it as easy to apply for an insurance policy as ordering coffee at Starbucks – immediate, personalized, and ready to go when you are. Insurance companies and compelling customer experiences are not the terms you might find in the same statement. Jacob’s pains are relatable to anyone who handles the customer interactions for policy and claims processing at large insurers. He realized he might need a better way to integrate the underlying layers of data that his company needs to get their edge on the competition. However, their risk review and claim process was still entirely offline and took precious time away from their customers – which drove Jacob and his team up the wall to maintain their stellar customer satisfaction scores. They had recently upgraded their website and mobile app capabilities, enabling new renters and homeowners to apply for policies online. The brand and customer service were still getting good reviews, but it still did not hold a candle to the sheer agility and speed at which the new insurtech companies operated. But for the past few years, they have been losing market share consistently to new (insurance technology companies) players in the market. His company was once a venerable presence in the renter’s insurance sector. ![]() Jacob, an executive customer experience veteran in the property and casualty insurance industry, had his job cut out for him. ![]()
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