Customer service reigns
All service providers are working hard to tap into the huge millennial market, which means figuring out how to please this group of young people. True — their customer service expectations are higher than those of previous generations. But the general population is expecting more from insurers, too. Impressed with what they have seen at insurtech start-ups and knowing what technology can deliver, customers want better communication and quicker settlements.
It's not just about digital. Although internet, mobile, and social media are the obvious customer service channels for a generation that has grown up in the digital age, millennials are also looking for specialized and personalized services.