The insurance industry talks a lot about Digitalization and BigData but does it do anything in its self-confidence and complacency? They stay true to the motto, “nobody can harm us anyway.”
To sum it up: In the past, a claim was said to be the “Moment of Truth” in insurance. Today it has moved into the center of customer loyalty. It became a central part of the frequently quoted “Customer Journey,” in which the customer’s paths separate. Satisfaction and the resulting customer loyalty is not only a question of receiving the promised service, but is also reliant on the focus of the customer’s needs in the instance of a stressful situation caused by a claim.