From natural disasters and political strife to a pandemic that continues to disrupt our lives, the past few years have brought near-constant reminders that life is unpredictable. In this climate, it’s not surprising that insurance customers are reassessing the policies that protect themselves, their families, and their assets.

Competition in the insurance space is heating up, with digital “insurtechs” disrupting the space. Recent research found that 79% of insurers struggle to plan for areas where they can have a competitive advantage and 45% believe rapidly evolving customer needs and expectations will be the top challenge affecting growth over the next three years.

With customer behavior changing faster than ever before, there is a fundamental shift in how people buy from and interact with insurers. Customers are seeking new ways to interact with their insurance providers. They want to engage more frequently with their insurers via digital channels, with remote interactions outnumbering in-person contacts.

Social messaging presents a wonderful opportunity for insurers to meet customers where they are—at the beginning of their customer journey and during critical moments when they need their insurers most.

  • 79% of insurers are challenged to plan for areas where they can have a competitive advantage
  • 45% of insurers believe rapidly evolving customer needs and expectations will be the top challenge affecting growth over the next three years

In this guide, we’ll cover the evolution of customer support in insurance and map out the role WhatsApp and other social messaging apps play in shaping great customer experiences.