The need for insurers to offer a compelling user experience is borne out in a global survey of 119 insurers conducted by Accenture.

While 91 percent indicated that future growth depends on providing a special customer experience, the survey showed that a majority do not currently see themselves as doing so. Indeed, when asked about their ability to provide their customers with multi-channel access to their services, including through mobile devices, 79 percent rated themselves as “average” or “among the weakest” in the industry. Moreover, 70 percent rated themselves as “average” or “weak” in their ability to tailor products and services to customers’ needs and 64 percent gave themselves similar ratings in their ability to provide innovative products and services.

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