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Self-Service and Digital Premium Payment Rates in Insurance

Self-Service and Digital Premium Payment Rates in Insurance

Aite Novarica
Pages 5 Pages

The April 2023 report notes that insurers are prioritizing distributor ease of doing business and customer experience, with self-service transactions central to both goals. Adoption rates vary by line, with commoditized products like personal auto and homeowners seeing higher use than complex lines like specialty and annuities, though the gap is narrowing. Agents remain the main focus for self-service capabilities before policyholders. In annuities, providers are split, with about half enabling high levels of agent self-service for new business while a third offer none.

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