Insurer CX Strategies: Comparing Agencies and Carriers

In most cases, agencies seem to be doing less than carriers are to improve the customer experience.  

September 28, 2022 – Consumer expectations about when, where, and why direct touch points should occur are changing. Carriers and agencies have a common stake in ensuring that policyholders have positive experiences with their products and brands. Their goals may be similar, but agencies and carriers have different approaches to CX strategy, organization, and execution.

This report explores how agencies and carriers differ in their CX strategies, investments, organizations, capabilities, and impact. It is based on an Aite-Novarica Group quantitative study using an external fielding agency in Q1 2022 of 210 insurance and financial services executives.

This 36-page Impact Report contains 26 figures. Clients of Aite-Novarica Group’s Life, Annuities, & Benefits, Property & Casualty, or Customer Experience service can download this report and the corresponding charts.

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