Celent Analyst Session: Life Insurance Online Self-Service…How Far Has It Come?

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Presenters: Tom Scales, Head of Life & Health Americas, Celent and Karen Monks, Insurance Senior Analyst, Celent

Where do you stand in terms of web-based self-service for your customers? Celent’s 2019 research looked at United States life insurance websites and how well suited they are to meet a customer’s expectations in terms of self-service. In a previous 2014 report, Celent found that very few life insurers offered any kind of self-service on their websites. The 2019 report revisits what progress in service offerings life insurers have made by measuring a customer’s ability to perform self-service functions on websites. Use this session to benchmark yourself and learn what you can do to leapfrog the competition.

Celent, Connections 2020, Karen Monks, Online Self-Service, Tom Scales