The ‘new normal’ has accelerated the need and availability of digital channels and touchpoints. We are living in the digital era with today’s insurance policyholders wanting to be able to file claims, schedule repairs and track the progress of their claims from anywhere, at any time and on any device. Yet, we find that many insurance customers remain frustrated by confusing user interfaces and limited mobile services as a result of websites not being seamlessly integrated with the associated core systems. This is according to Leo Holesgrove, Executive Advisor at Guidewire Software.
COVER recently spoke with Leo to find out more about the digitisation journey that is needed to stay ahead in this ‘new normal’ world.