Service excellence: A powerful disruptor for Life & Annuities

L&A insurers that don’t put service excellence at the core of their operations will not succeed in the coming years. Those that do find new ways of delivering seamless customer experiences, augmenting touchpoints with data-driven insights, and embedding AI into their process will be well-positioned to succeed.

This white paper explores the role of service excellence in the US life and annuities insurance market, including its importance, the key factors that contribute to service excellence, and best practices for delivering exceptional service.

“Every insurance company promises digital tools, data-led operations, and automation. However, underlying the technology has to be exceptional service that sets an insurer apart and it must be driven by a cultural shift to continuously find new ways to improve experience. It’s a mindset that we need to adopt, develop, and instil within our organization to provide services as a differentiator in the market. Service excellence is based in trust and delivering what you say you will deliver and doing it consistently.”

- Ajay Singh
Head of Service Delivery, Insurance Life & Annuities
EXL