Customer engagement set to be boosted by greater use of digital and AI, says Ageas claims director


With the Covid-19 pandemic accelerating both customer and staff comfort in using digital communications and processes, insurer and customer engagement is expected to go up a notch in 2021, predicts UK claims boss

Insurers’ engagement with their customers will continue to evolve in 2021 thanks to an increasing adoption and understanding of technology, says Ageas UK’s claims director Robin Challand.

Speaking exclusively to Insurance Times, Challand believes that how insurers “engage with their customers in a different way” is a key trend for 2021, centred around a Covid-accelerated acceptance from both policyholders and insurance staff in using digital communications.

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