Recent research from EY shows that consumers’ insurance priorities have evolved during the COVID-19 pandemic.¹ Consumers have grown increasingly concerned about their financial security and less accepting of one-size-fits-all insurance packages.

Even as consumers’ needs change and they embrace a digital customer experience, speaking with a human agent on the phone remains the preferred method for property and casualty insurance (P&C) customer service.² Still, telephonic care is expensive for insurers to offer, especially at a time when contact center staff is in short supply. For many contact centers, relying on live agents to adequately service high call volumes is difficult. With 85% of business buyers and 79% of consumers believing that customer service is as important as a company’s products or services, P&C insurers need to be able to provide a positive customer experience without increasing costs.³