Closer Look: Mobile Engagement
Insurers look to connect with consumers on the go
While many insurance companies have adapted their basic online services for mobile platforms, the Holy Grail of differentiation has yet to be seized by most industry players. To accomplish that feat, carriers will have to better capitalize on the unique capabilities of smartphones and tablets as well as other types of mobile technology so they can engage more fully with both clients and their own personnel over such devices.
That may be easier said than done, at least when it comes to consumers. A recent survey by Deloitte found that the majority of respondents were not aware of basic mobile options already offered by their insurers. Another problem is that even if consumers are familiar with their carrier's mobile services, the opportunity to make use of them are usually few and far between — such as when renewing a policy or filing a claim.
How can insurers increase adoption, raise the level of consumer engagement, and equip agents with mobile apps to provide more mobile services? What's next and how should insurers develop their mobile strategies based on what's ahead?
As used in this document, "Deloitte" means Deloitte LLP and its subsidiaries. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.