Millennials now constitute the largest generation in the U.S., and what they consider a high-quality customer experience can vary considerably from those of Baby Boomers. It’s a delicate balance for insurers who must properly serve both groups to help maintain and increase policyholder satisfaction and retention. From a claims perspective, it truly comes down to getting back to basics. Creating a smoother total loss settlement process goes a long way in boosting customer satisfaction, and in this issue of OnTrack, we examine the changing demographics of auto policyholders and shine some light on how insurance carriers can consistently deliver the experience any generation is looking for.

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