Insurers Face Trust Crisis as Customer Experience Plummets
Forbes
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Contributed by: Kate Gamble
Summary
trust is rebuilt and customer needs are effectively met. Health insurers are facing a significant trust deficit, with only 56% of consumers confident in their commitment to acting in their best interest, as revealed by recent data. The industry's Customer Experience Index has also dropped to a five-year low, pointing to service shortcomings, particularly in transaction efficiency. To remedy this, insurers are encouraged to implement eight strategic approaches, including conducting "listening tours" to gather insights, prioritizing transparency in communication, and making meaningful improvements based on customer feedback. These steps, along with targeted investments and inclusive co-creation of customer experiences, aim to enhance trust and satisfaction among members.
