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Insurance

The journey to resilience: Trust, promises, and the importance of the customer experience (CX) in insurance

The raison d’être for most insurance organizations is to enable their customers to prevent, prepare for, and recover from uncertainties and threats to their safety, property, assets, and health. The irony is that the insurance companies themselves are facing incredible uncertainty.

Like many industries, the insurance industry is susceptible to and struggling to address customer cost sensitivity, privacy and security, regulatory changes, legacy IT systems, disruptive niche competitors, and changing workforce and gig economy issues. An increasing number of natural disaster and force majeure events due to climate change also keeps insurers on their toes!

One of insurers’ biggest challenges is the digital transformation they face as they move from a primarily insurance broker driven (B2B) operational model to more of a direct-to-consumer (B2C) model. Embracing the B2C model involves a more robust, refined, and engaging online presence, whether that involves more engaging social media management, multichannel contact centers, eCommerce and self-serve websites, digital marketing campaigns, or mobile apps. HGS Digital can has assisted many companies with this type of digital transformation, and we’re here to help.

When your customers demand answers

We help you deliver.

Business problems

Solutions

Business problems

Design a digital CX and journey that is human

Business problems

New policy quotes & conversion

Solutions

Business problems

Brand awareness

Business problems

Brand reputation

Business problems

Solutions

Business problems

Open enrollment

Solutions

Business problems

Life, property, casualty policy applications

Solutions

Business problems

Cross-sell & up-selling umbrella policies

Solutions

Business problems

Document management, application, & file processing

Business problems

Solutions

Business problems

Bill payment & reimbursements

Solutions

Business problems

Bill collections & payment plans

Solutions

  • Collections professionals
  • Campaign management

Business problems

Payment integrity

Solutions

Business problems

Bill generation & dispatch

Business problems

Solutions

Business problems

Fraud, waste, & abuse detection

Solutions

Business problems

Solutions

Business problems

Policy cancellations retention

Solutions

Business problems

Policy renewals

Business problems

Online reputation & reviews management

Business problems

CSAT & NPS® Surveys

Related resources

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