It moves in insurance companies . While for decades they had a vision and knew the contract by customer number police today in most companies, the watchword is to focus on the customer.
In a hyper- competitive environment – especially in the field of damage insurance with the faculty give Hamon law the insured to terminate the insurance contract at any time – insurers are concerned , if possible to increase their portfolio , but also to keep the number of their customers.
Suffice to say that the sinews of war is customer knowledge . Customers who, for their part, are increasingly demanding , versatile , since a third of them consider changing insurance for a default quality of service .
As insurers have they made efforts to invest in customer relations, seizing all opportunities to strengthen this relationship. It is traditionally done by the quality of the reception by phone, mail or email . Emphasis has rightly been placed on these relationships in the brokerage company Assured Associates: ” When a customer calls us, he has to deal with a single contact . Moreover , we ship 7,000 receipts per year for 2,500 customers, personalized letters , to which we add tips, information on regulations , proposals for sponsorship. We even offer training for entrepreneurs . The customer must feel that we are well-served by our personal commitment , “says Emmanuel Blachez , Manager of the company .
But on the side of companies , most of them are still organized in silos, brake if any interconnection between the different services and the aggregation of databases. Despite progress , the client on the phone is often put in relation with different services. ” Everything should converge towards a customer-centric culture and insurers will have to demonstrate a strategic commitment oriented around the customer. They must pass a particular customer segmentation by age, geolocation, socio-professional category … with behavioral segmentation , which requires a thorough knowledge of the customer , “says Jean -Luc Gambey , Partner Molitor Consult.
