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April 16, 2017 at 03:09 PM
Some North American life insurers are miserable about the state of their customer service technology.
Karen Monks and Colleen Risk, analysts at Celent, reveal that misery in a summary of results from a recent Celent survey of the world’s life insurers.
(Related: 11 tips for modernizing your insurance brand)
The analysts do not say how many life insurers responded.
Here’s a look at three highlights from the answers of the North American life insurers that did participate.
1. The level of pride is low.
In the North American region, 7% of the participating life insurers said they were “very happy” with the customer service technology they had.
Not one described its customer service tech as “world class.”
In the rest of the world, 10% of the life insurers described their customer service tech as world class, and none said they were very unhappy.
