Nothing satisfies an insurance customer more than having a positive personal-interaction experience with any company --- even their insurer. All it takes is to meet their expectations of a personalized, smooth experience for a claim, a purchase, or a routine contact such as billing and payments.  It is about creating the “Amazon experience” for insurance.

Of course, when these interactions are disparate, frustrating, complex, redundant, the opposite is true.  Customers become disillusioned and unsatisfied with the insurer.