Managing customer satisfaction: digital applications for insurance companies

Eckert C, Neunsinger C, Osterrieder K (2022)

Publication Type: Journal article, Editorial

Publication year: 2022

Journal

Geneva Papers on Risk and Insurance: Issues and Practice Palgrave Macmillan

Pages Range: 569-602

Journal Issue: 47

DOI: 10.1057/s41288-021-00257-z

Abstract

Customer satisfaction management is increasing in importance within the insurance industry. In particular, to define a customer-oriented strategy, installing digital applications based on technologies, e.g. including artificial intelligence or cloud computing, ranks among the major strategic challenges. Against this background, the aim of this paper is to take an integrated perspective on managing customer satisfaction and the digital transformation. Towards this end, we identify and assess a set of digital applications, as a result of a comprehensive review of 106 academic papers and publications of the industry and supervisory authorities. We illustrate the opportunities to increase customer satisfaction and emphasise their impact on insurers at four major customer touch points: contract conclusion, contract modifications, the event of damage and further contacts. Our results are strategic measures to strengthen the position for sales and marketing, to simplify standard processes and to increase efficiency and interaction with the customer.

Authors with CRIS profile

Christof Neunsinger Lehrstuhl für Betriebswirtschaftslehre, insbesondere Rechnungswesen und Controlling Katrin Osterrieder Lehrstuhl für Versicherungswirtschaft und Risikomanagement

Involved external institutions

Hochschule für angewandte Wissenschaften Coburg DE Germany (DE)

How to cite

APA:

Eckert, C., Neunsinger, C., & Osterrieder, K. (2022). Managing customer satisfaction: digital applications for insurance companies. Geneva Papers on Risk and Insurance: Issues and Practice, 47, 569-602. https://doi.org/10.1057/s41288-021-00257-z

MLA:

Eckert, Christian, Christof Neunsinger, and Katrin Osterrieder. "Managing customer satisfaction: digital applications for insurance companies." Geneva Papers on Risk and Insurance: Issues and Practice 47 (2022): 569-602.

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