You would think, Yes! In this day and age when everyone wants to own the digital experience of a customer, turns out insurance companies are severely lacking in this area. Going by the customer feedback, the wait times for the resolution of queries is extraordinarily long. And the online experience of a customer is very poor!
In some of the ’digital first’ companies, we see an improvement, primarily on account of using bots, but the bulk of the industry is very old school.