{"id":3761,"date":"2017-12-03T09:53:09","date_gmt":"2017-12-03T07:53:09","guid":{"rendered":"https:\/\/insly.com\/?p=3761\/"},"modified":"2021-05-18T07:34:45","modified_gmt":"2021-05-18T07:34:45","slug":"software-advice-how-insurance-technology-trends-impact-customer-expectations","status":"publish","type":"post","link":"https:\/\/insly.com\/en\/blog\/software-advice-how-insurance-technology-trends-impact-customer-expectations\/","title":{"rendered":"Software Advice: How Insurance Technology Trends Impact Customer Expectations"},"content":{"rendered":"<div style=\"margin-top: 0px; margin-bottom: 0px;\" class=\"sharethis-inline-share-buttons\" ><\/div><p>It\u2019s no secret that technology trends are impacting what customers expect from businesses. In an age where you can request an Uber instantaneously or have an Amazon product delivered to your front door in less than an hour, the bar is suddenly raised for other industries\u00a0<a href=\"https:\/\/www.forbes.com\/sites\/stanphelps\/2017\/01\/27\/mind-the-customer-expectation-gap\/#6ffe47ae7cb7\" target=\"_blank\" rel=\"noopener\">to keep pace<\/a>.<br \/>\nTake the insurance industry, for example. Facing\u00a0<a href=\"https:\/\/www.propertycasualty360.com\/2017\/04\/25\/lockton-pc-insurance-remains-highly-competitive\" target=\"_blank\" rel=\"noopener\">increased competition<\/a>\u00a0and an influx of\u00a0<a href=\"https:\/\/www.aflac.com\/business\/resources\/aflac-workforces-report\/articles\/millennials-the-debt-averse-insurance-buying-generation.aspx\" target=\"_blank\" rel=\"noopener\">young, tech-savvy buyers<\/a>, insurers in all segments can no longer get by on \u201cgood enough\u201d when it comes to service.<br \/>\nIf carriers, agencies and brokerages hope to survive, they need to understand what their customers expect in the modern insurance transaction and how technology can help them not just meet, but exceed those expectations.<br \/>\n<strong>This report can help. Below, Software Advice reveals the results from a survey of nearly 300 consumers who bought insurance within the past two years, asking them how insurance technology trends impacted their purchase decision.<\/strong><br \/>\n<a href=\"https:\/\/www.softwareadvice.com\/resources\/insurance-technology-trends\/\" target=\"_blank\" rel=\"noopener\">Software Advice<\/a> examined these results and explain how\u00a0<a href=\"https:\/\/www.softwareadvice.com\/insurance\/\" target=\"_blank\" rel=\"noopener\">dedicated insurance software<\/a>\u00a0can help you attract and retain customers.<\/p>\n<div class=\"panel radius\">\n<h3>Takeaways for Insurance Businesses<\/h3>\n<ul>\n<li><strong>In a competitive industry, reliable service can give you an advantage.<\/strong>\u00a0After price and coverage options, 56 percent of insurance buyers say reliable service is the most important factor when choosing an insurance provider.<\/li>\n<\/ul>\n<ul>\n<li><strong>Offering online self-service capabilities is a must.<\/strong>\u00a0More than a third (38 percent) of insurance buyers say online self-service is \u201cvery important\u201d when deciding which insurer to do business with.<\/li>\n<\/ul>\n<ul>\n<li><strong>What software you use can matter to insurance buyers.<\/strong>\u00a0Thirty-one percent of insurance buyers say an insurer\u2019s use of dedicated insurance software over other types of software would impact their decision to use that insurer\u2019s services.<\/li>\n<\/ul>\n<ul>\n<li><strong>Direct insurers are impacted most, but agents and brokers matter too.\u00a0<\/strong>Nearly two-thirds (64 percent) of insurance buyers made their most recent insurance purchase directly through an insurance company, while 30 percent used an agency or brokerage.<\/li>\n<\/ul>\n<\/div>\n<h2>If You Can\u2019t Differentiate on Price or Coverage, Market Reliable Service<\/h2>\n<p>One of the most significant challenges facing insurance companies today is differentiation. With coverage options and pricing largely dictated by the market\u2014especially so for small businesses\u2014how can you stand out from the crowd? To find out, we asked survey respondents to rank five critical factors in terms of importance when choosing an insurance provider:<\/p>\n<ol>\n<li>Price<\/li>\n<li>Coverage options<\/li>\n<li>Reliability of service (i.e., minimal mistakes)<\/li>\n<li>Security measures to protect private information<\/li>\n<li>Transparency regarding coverage\/policy details<\/li>\n<\/ol>\n<p>The results reveal that\u00a0<em>reliability\u00a0<\/em>can have a major impact on buyers:<\/p>\n<p><center><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-full wp-image-3763\" src=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insurance-buyers-reliable-service-1.png\" alt=\"\" width=\"441\" height=\"234\" srcset=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insurance-buyers-reliable-service-1.png 441w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insurance-buyers-reliable-service-1-250x133.png 250w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insurance-buyers-reliable-service-1-120x64.png 120w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insurance-buyers-reliable-service-1-185x98.png 185w\" sizes=\"(max-width: 441px) 100vw, 441px\" \/><\/center><\/p>\n<p>Where in the past, insurance customers might put up with the occasional misstep due to lack of options, today\u2019s buyers have no such patience.<br \/>\nA survey by customer experience consultancy\u00a0<a href=\"https:\/\/www.quadient.com\/\" target=\"_blank\" rel=\"noopener\">Quadient<\/a>\u00a0last month found that more than half of consumers (52 percent) believe they have more power than they did five years ago, with three-quarters (77 percent) adding they would ditch insurance businesses that\u00a0<a href=\"https:\/\/www.insurancetimes.co.uk\/insurers-will-lose-customers-if-they-fail-to-improve-service-survey\/1425059.article\" target=\"_blank\" rel=\"noopener\">did not meet their expectations<\/a>.<br \/>\nConvincing buyers that nothing with their policy will slip through the cracks is going to be crucial for you moving forward. But with more buyers purchasing insurance online\u00a0<a href=\"https:\/\/news.gallup.com\/businessjournal\/181829\/insurance-companies-big-problem-millennials.aspx\" target=\"_blank\" rel=\"noopener\">than ever before<\/a>, you have to take a multi-pronged approach to get this message across.<br \/>\nThat means you need to be continually\u00a0<a href=\"https:\/\/www.softwareadvice.com\/reputation-management\/\" target=\"_blank\" rel=\"noopener\">monitoring your reputation<\/a>\u00a0on third-party sites like Consumer Reports and J.D. Power, intervening with customers to get feedback on areas of improvement to improve the scores from these\u00a0<a href=\"https:\/\/www.entrepreneur.com\/article\/293368#\" target=\"_blank\" rel=\"noopener\">increasingly trusted sources<\/a>.<\/p>\n<p><center><img decoding=\"async\" class=\"alignnone size-full wp-image-3766\" src=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/gradeus-reputation-management-software.jpg\" alt=\"\" width=\"1600\" height=\"900\" srcset=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/gradeus-reputation-management-software.jpg 1600w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/gradeus-reputation-management-software-250x141.jpg 250w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/gradeus-reputation-management-software-700x394.jpg 700w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/gradeus-reputation-management-software-768x432.jpg 768w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/gradeus-reputation-management-software-1536x864.jpg 1536w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/gradeus-reputation-management-software-120x68.jpg 120w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/gradeus-reputation-management-software-174x98.jpg 174w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/gradeus-reputation-management-software-660x371.jpg 660w\" sizes=\"(max-width: 1600px) 100vw, 1600px\" \/><\/center><center><i>Rating monitoring in\u00a0<a href=\"https:\/\/www.softwareadvice.com\/reputation-management\/grade-us-profile\/\" target=\"_blank\" rel=\"noopener\">Grade.us<\/a><\/i><\/center><\/p>\n<p>You shouldn\u2019t ignore what your own website is saying either. For example, it may be time to drop those \u201cGet Your Quote\u201d tools that four out of five buyers\u00a0<a href=\"https:\/\/cakeandarrow.com\/newsfeed\/2016\/12\/creating-consumer-faith-online-quotes\/\" target=\"_blank\" rel=\"noopener\">don\u2019t believe are accurate<\/a>.<br \/>\nMost importantly though, you need to support your claims and put the people, processes and technology in place to offer your touted reliability. In the next sections, we\u2019ll go over how dedicated insurance software can support these efforts.<\/p>\n<h2>Insurance Customers Expect Online Access, Self-Service<\/h2>\n<p>The initial purchase isn\u2019t the only area where insurance customers are increasingly flocking online. More and more, consumers expect to be able to manage their policy or monitor the status of their claims themselves, without the hassle of calling a phone number or driving to an agency office.<br \/>\nOur survey findings support this. When asked how the ability to see their insurance policy and claims information online factored into their insurance purchase decision, more than a third (37 percent) of respondents said it was \u201cvery important.\u201d<br \/>\nJust as important was the ability to login and actually make changes\u2014a.k.a, self-service\u2014cited by 38 percent. Only four and five percent of respondents respectively said these capabilities weren\u2019t important at all.<\/p>\n<p><center><strong>Importance of Online Access, Self-Service to Insurance Purchase Decision<\/strong><br \/>\n<img decoding=\"async\" class=\"alignnone size-full wp-image-3769\" src=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/importance-of-online-access-in-insurance-purchase-1.png\" alt=\"\" width=\"675\" height=\"574\" srcset=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/importance-of-online-access-in-insurance-purchase-1.png 675w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/importance-of-online-access-in-insurance-purchase-1-250x213.png 250w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/importance-of-online-access-in-insurance-purchase-1-120x102.png 120w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/importance-of-online-access-in-insurance-purchase-1-115x98.png 115w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/importance-of-online-access-in-insurance-purchase-1-660x561.png 660w\" sizes=\"(max-width: 675px) 100vw, 675px\" \/><\/center><\/p>\n<p>Over the past decade, online self-service has moved from a \u201cnice to have\u201d to a \u201cneed to have\u201d in industries with\u00a0<a href=\"https:\/\/www.forbes.com\/sites\/niallmccarthy\/2015\/03\/04\/these-are-the-industries-with-the-worst-customer-service-infographic\/#3da09c3e30e2\" target=\"_blank\" rel=\"noopener\">well-known customer service woes<\/a>\u00a0like insurance. It benefits your business in two ways:<\/p>\n<ul>\n<li><strong>For customers<\/strong>, it gives them their\u00a0<a href=\"https:\/\/www.softwareadvice.com\/resources\/self-service-benefits\/\" target=\"_blank\" rel=\"noopener\">preferred method<\/a>\u00a0to find answers and make basic changes to their account, increasing service flexibility and improving the customer experience\u00a0<a href=\"https:\/\/www.softwareadvice.com\/resources\/customer-self-service-portal-improves-cx\/\" target=\"_blank\" rel=\"noopener\">at the same time<\/a>.<\/li>\n<\/ul>\n<ul>\n<li><strong>And for employees<\/strong>, it frees them up from having to dedicate time to tedious service tasks like changing an address or checking the status of a claim to instead focus on more impactful strategic initiatives.<\/li>\n<\/ul>\n<p>Sweetening the deal is the fact that implementing these self-service capabilities no longer requires a significant IT investment. Through\u00a0<a href=\"https:\/\/www.softwareadvice.com\/portal\/\" target=\"_blank\" rel=\"noopener\">standalone portal software<\/a>, or an integrated portal within a dedicated insurance software system, you can set up a branded self-service portal, accessible through your company website, so customers can update their policy, pay their bills and more. As customers change their information or submit a claim, it automatically gets updated for your team on the back end.<br \/>\nSome vendors even allow for self-service through a dedicated mobile app, something you may want to consider to cater to younger buyers. A study by omnichannel service vendor V12 found that 88 percent of Generation Z and 77 percent of Millennials ranked\u00a0<a href=\"http:\/\/www.v12data.com\/blog\/insurance-generations-how-market-generation-z\/\" target=\"_blank\" rel=\"noopener\">access to info and service via apps<\/a>\u00a0as important to insurance purchase decisions.<\/p>\n<h2>Having Dedicated Insurance Software Can Streamline Processes, Sway Buyers<\/h2>\n<p>When we talk to insurance businesses looking to purchase software, we often find they rely on a variety of systems and tools to cover their needs.<br \/>\nLooking at a random sample of 200 interactions with insurers looking for\u00a0<a href=\"https:\/\/www.softwareadvice.com\/crm\/insurance-crm-comparison\/\" target=\"_blank\" rel=\"noopener\">customer relationship management (CRM) software<\/a>\u00a0from this past year, for example, we find 46 percent currently rely on spreadsheets, 22 percent already have a commercial CRM they\u2019re looking to replace and only 10 percent use dedicated insurance software.<\/p>\n<p><center><strong>CRM Software Currently Being Used by Insurers<\/strong><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-3775\" src=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/software-insurers-use-for-CRM-1.png\" alt=\"\" width=\"675\" height=\"430\" srcset=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/software-insurers-use-for-CRM-1.png 675w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/software-insurers-use-for-CRM-1-250x159.png 250w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/software-insurers-use-for-CRM-1-120x76.png 120w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/software-insurers-use-for-CRM-1-154x98.png 154w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/software-insurers-use-for-CRM-1-660x420.png 660w\" sizes=\"(max-width: 675px) 100vw, 675px\" \/><\/center><\/p>\n<p>The prevailing thought seems to be that as long it gets the job done managing customer needs and enabling agents to do their job, it doesn\u2019t matter what you\u2019re using. It\u2019s not like buyers are going to care what type of system you have in place, right?<br \/>\nAs it turns out, they might actually care.<br \/>\nWhen we asked respondents if they preferred their insurer to use dedicated insurance software, as opposed to software not built for insurers or manual methods like spreadsheets, nearly a third (31 percent) said they\u2019d prefer an insurer that uses insurance software.<\/p>\n<p><center><strong>Consumer Preference for Insurance Software<\/strong><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-3778\" src=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/consumer-preference-insurance-software-1.png\" alt=\"\" width=\"675\" height=\"198\" srcset=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/consumer-preference-insurance-software-1.png 675w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/consumer-preference-insurance-software-1-250x73.png 250w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/consumer-preference-insurance-software-1-120x35.png 120w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/consumer-preference-insurance-software-1-334x98.png 334w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/consumer-preference-insurance-software-1-660x194.png 660w\" sizes=\"(max-width: 675px) 100vw, 675px\" \/><\/center><\/p>\n<p>Though non-insurance systems can cover some bases related to customer and back end management\u2014and in some cases may be vital for specific needs, like accounting or payroll systems\u2014insurance software provides important functionality you can\u2019t find in other platforms.<br \/>\nAs covered in Software Advice\u00a0<a href=\"https:\/\/www.softwareadvice.com\/insurance\/#buyers-guide\" target=\"_blank\" rel=\"noopener\">Insurance Software Buyer\u2019s Guide<\/a>, here are four functions you can find in most insurance systems that can\u2019t be easily piecemealed from other sources:<\/p>\n<table>\n<tbody>\n<tr>\n<td><strong>Policy management<\/strong><\/td>\n<td>Create, administer and manage policies for various customers across insurance lines.<\/td>\n<\/tr>\n<tr>\n<td><strong>Claims management<\/strong><\/td>\n<td>Manage customer claims information and track the status of claims that are in progress.<\/td>\n<\/tr>\n<tr>\n<td><strong>Rating<\/strong><\/td>\n<td>Receive quotes from partnered insurance carriers in real time based on customer information.<\/td>\n<\/tr>\n<tr>\n<td><strong>Underwriting<\/strong><\/td>\n<td>Define formal rules for customer coverage company-wide. Enter information to determine risk of insuring.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<p><center><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-3781\" src=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insly-claims-management.png\" alt=\"\" width=\"1200\" height=\"673\" srcset=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insly-claims-management.png 1200w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insly-claims-management-250x140.png 250w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insly-claims-management-700x393.png 700w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insly-claims-management-768x431.png 768w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insly-claims-management-120x67.png 120w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insly-claims-management-175x98.png 175w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insly-claims-management-660x370.png 660w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/center><center><em>Claims management in\u00a0<\/em><a href=\"https:\/\/www.softwareadvice.com\/insurance\/insly-profile\/\" target=\"_blank\" rel=\"noopener\"><em>Insly<\/em><\/a><\/center><\/p>\n<p>Having dedicated insurance software in place can improve process efficiency, team communication and regulatory compliance. At the same time, as we discovered with our survey, it can also reassure customers that they\u2019re getting the reliable service they desire.<\/p>\n<h2>Conclusion: All Insurers Need to Stay on Top of Insurance Technology Trends<\/h2>\n<p>In a\u00a0<a href=\"https:\/\/www.ey.com\/Publication\/vwLUAssets\/ey-2016-us-property-casualty-insurance-outlook\/%24FILE\/ey-2016-us-property-casualty-insurance-outlook.pdf\" target=\"_blank\" rel=\"noopener\">recent report<\/a>\u00a0detailing the outlook of the U.S. property-casualty (P&amp;C) insurance market, consultancy Ernst &amp; Young stressed the importance of investing in the latest technology to meet customer expectations:<br \/>\n<em>\u201cAs digital service models become more common in other industries, the property-casualty sector will need to align to the rising expectations of consumer and commercial customers \u2026 To meet changing expectations, insurers need to digitize interactions with customers, employees and suppliers.\u201d<\/em><br \/>\nBut it\u2019s not just the P&amp;C segment that should be paying attention to technology trends.<br \/>\nTo get a sense of which branches of insurance customers are bringing their heightened expectations to, we asked respondents what their most recent insurance purchase was. More than half (56 percent) purchased auto insurance, 24 percent purchased health insurance and 10 percent property insurance.<\/p>\n<p><center><strong>Most Recent Insurance Purchase<\/strong><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-3784\" src=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/most-recent-insurance-purchase-1.png\" alt=\"\" width=\"675\" height=\"431\" srcset=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/most-recent-insurance-purchase-1.png 675w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/most-recent-insurance-purchase-1-250x160.png 250w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/most-recent-insurance-purchase-1-120x77.png 120w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/most-recent-insurance-purchase-1-153x98.png 153w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/most-recent-insurance-purchase-1-660x421.png 660w\" sizes=\"(max-width: 675px) 100vw, 675px\" \/><\/center><\/p>\n<p>And while most of the respondents (64 percent) bought their insurance directly from the carrier, insurance agencies and brokerages still played a role in 30 percent of purchases.<\/p>\n<p><center><strong>Most Common Methods Used to Purchase Insurance<\/strong><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-3787\" src=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/most-common-methods-purchasing-insurance-1.png\" alt=\"\" width=\"675\" height=\"431\" srcset=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/most-common-methods-purchasing-insurance-1.png 675w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/most-common-methods-purchasing-insurance-1-250x160.png 250w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/most-common-methods-purchasing-insurance-1-120x77.png 120w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/most-common-methods-purchasing-insurance-1-153x98.png 153w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/most-common-methods-purchasing-insurance-1-660x421.png 660w\" sizes=\"(max-width: 675px) 100vw, 675px\" \/><\/center><\/p>\n<p>The fact is all aspects of the insurance industry are affected by the digital experiences that consumers have come to expect from other purchases they make in their lives. Whether these expectations are fair or not, it behooves insurance businesses to invest in the right technology to not only optimize back end processes, but to also satisfy customer needs on the front end as well.<br \/>\nTo learn more about different insurance software products, head to our\u00a0<a href=\"https:\/\/www.softwareadvice.com\/insurance\/\" target=\"_blank\" rel=\"noopener\">insurance software page<\/a>\u00a0to read reviews and compare system functionality.<\/p>\n<h2>Demographics<\/h2>\n<p>In terms of gender, 52 percent of our survey respondents are female, 47 percent are male and 1 percent prefer not to disclose:<\/p>\n<p><center><strong>Survey Respondents, by Gender<\/strong><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-3790\" src=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insurance-survey-respondent-gender-1.png\" alt=\"\" width=\"675\" height=\"431\" srcset=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insurance-survey-respondent-gender-1.png 675w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insurance-survey-respondent-gender-1-250x160.png 250w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insurance-survey-respondent-gender-1-120x77.png 120w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insurance-survey-respondent-gender-1-153x98.png 153w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insurance-survey-respondent-gender-1-660x421.png 660w\" sizes=\"(max-width: 675px) 100vw, 675px\" \/><\/center><\/p>\n<p>In terms of age, 55 percent of respondents are between the ages of 18 and 35\u2014emphasizing the influx of young buyers to the insurance industry.<\/p>\n<p><center><strong>Survey Respondents, by Age<\/strong><\/center><center><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-3793\" src=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insurance-survey-respondent-age-1.png\" alt=\"\" width=\"675\" height=\"430\" srcset=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insurance-survey-respondent-age-1.png 675w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insurance-survey-respondent-age-1-250x159.png 250w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insurance-survey-respondent-age-1-120x76.png 120w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insurance-survey-respondent-age-1-154x98.png 154w, https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/insurance-survey-respondent-age-1-660x420.png 660w\" sizes=\"(max-width: 675px) 100vw, 675px\" \/><\/center><\/p>\n<p>Original article is written by\u00a0<a href=\"https:\/\/www.softwareadvice.com\/people\/brian-westfall\/\" target=\"_blank\" rel=\"noopener\">Brian Westfall<\/a>.\u00a0Brian Westfall is a Senior Content Analyst with Software Advice. He covers the HR and LMS software markets, focusing primarily on recruiting, performance management and payroll. He holds a B.S. in Marketing and Economics from Trinity University. His research has been cited in various publications such as\u00a0TIME,\u00a0AdWeek\u00a0and\u00a0Entrepreneur. Read the full article on\u00a0<a href=\"https:\/\/www.softwareadvice.com\/resources\/insurance-technology-trends\/\" target=\"_blank\" rel=\"noopener\">SoftwareAdvice.com<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>It\u2019s no secret that technology trends are impacting what customers expect from businesses. In an age where you can request an Uber instantaneously or have an Amazon product delivered to your front door in less than an hour, the bar is suddenly raised for other industries\u00a0to keep pace. Take the insurance industry, for example. Facing\u00a0increased [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":8997,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[23,39],"tags":[],"class_list":["post-3761","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ens-product","category-insurance-innovation"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Software Advice: How Insurance Technology Trends Impact Customer Expectations - Insly<\/title>\n<meta name=\"description\" content=\"It\u2019s no secret that technology trends are impacting what customers expect from businesses. How Insurance Technology Trends Impact Customer Expectations.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.softwareadvice.com\/resources\/insurance-technology-trends\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Software Advice: How Insurance Technology Trends Impact Customer Expectations - Insly\" \/>\n<meta property=\"og:description\" content=\"It\u2019s no secret that technology trends are impacting what customers expect from businesses. How Insurance Technology Trends Impact Customer Expectations.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.softwareadvice.com\/resources\/insurance-technology-trends\/\" \/>\n<meta property=\"og:site_name\" content=\"Insly - Design &amp; deliver insurance products\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/inslycom\" \/>\n<meta property=\"article:published_time\" content=\"2017-12-03T07:53:09+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-05-18T07:34:45+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/CRM-software-being-used-by-insurers-2017.png\" \/>\n\t<meta property=\"og:image:width\" content=\"786\" \/>\n\t<meta property=\"og:image:height\" content=\"440\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Risto Rossar\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@insly_com\" \/>\n<meta name=\"twitter:site\" content=\"@insly_com\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Risto Rossar\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"9 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.softwareadvice.com\/resources\/insurance-technology-trends\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/insly.com\/en\/blog\/software-advice-how-insurance-technology-trends-impact-customer-expectations\/\"},\"author\":{\"name\":\"Risto Rossar\",\"@id\":\"https:\/\/insly.com\/en\/#\/schema\/person\/112361c4a4898df7cf387cd313c8135e\"},\"headline\":\"Software Advice: How Insurance Technology Trends Impact Customer Expectations\",\"datePublished\":\"2017-12-03T07:53:09+00:00\",\"dateModified\":\"2021-05-18T07:34:45+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/insly.com\/en\/blog\/software-advice-how-insurance-technology-trends-impact-customer-expectations\/\"},\"wordCount\":1763,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/insly.com\/en\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.softwareadvice.com\/resources\/insurance-technology-trends\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/CRM-software-being-used-by-insurers-2017.png\",\"articleSection\":[\"Insly News &amp; Product\",\"Insurance Innovation\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.softwareadvice.com\/resources\/insurance-technology-trends\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/insly.com\/en\/blog\/software-advice-how-insurance-technology-trends-impact-customer-expectations\/\",\"url\":\"https:\/\/www.softwareadvice.com\/resources\/insurance-technology-trends\/\",\"name\":\"Software Advice: How Insurance Technology Trends Impact Customer Expectations - Insly\",\"isPartOf\":{\"@id\":\"https:\/\/insly.com\/en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.softwareadvice.com\/resources\/insurance-technology-trends\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.softwareadvice.com\/resources\/insurance-technology-trends\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/insly.com\/wp-content\/uploads\/2017\/12\/CRM-software-being-used-by-insurers-2017.png\",\"datePublished\":\"2017-12-03T07:53:09+00:00\",\"dateModified\":\"2021-05-18T07:34:45+00:00\",\"description\":\"It\u2019s no secret that technology trends are impacting what customers expect from businesses. 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