Current Situation
Many insurance organizations offer mobile applications for quotes, policy adjustments, product marketing, claims first notice of loss (FNOL), and claims status tracking. The channel has seen some success but has great scope for improvement through the implementation of self-service tools and holistic and contextual interactive experience. Insurance companies are venturing into the realm of the metaverse, embarking on an intriguing journey to connect with customers in this virtual landscape and forge innovative relationships within its ethereal embrace.
Goals and Objectives
Offer a highly personalized, simple, and contextual mobile experience (for example, based on the customer’s life events or geolocation). Provide instant access to relevant information and consistent marketing and service experiences across different kinds of mobile devices. Provide stronger authentication to alleviate security concerns. Deliver self-centered engagement and delivery models that might appeal to the youngest generations better (e.g., Millennials, Gen Z).
Technology Deployed
Mobile technologies
5G
Cloud
Next-gen security
Biometric customer authentication
Geolocation technologies
Multimedia capabilities
Advanced analytics
AI
Use Case Summary
Complement existing touchpoints such as online or call center with a customer-centric mobile channel that will help meet customer expectations to engage with insurance organizations through their channel of choice. Explore digital channels to effectively broaden the direct-to-customer aspirations.