New technologies and access to more digital channels have changed the way consumers shop for insurance. They turn to customer reviews, social posts, and do online research before even contacting an agency. In fact, a recent study by Accenture found that 1 in 6 insurance policy holders base their buying decision on claims experiences found on social media.
The report also found that “30% of respondents are very (5%) or quite (25%) likely to switch providers in the next 12....