Technology’s potential to smooth the pathway for consumers making insurance “grudge purchases” and support empathetic claims handling will be discussed at a webinar on Thursday.

The Insurance News webinar, involving Guidewire and Smart Communications, will look at ways to build consumer trust and loyalty through interactions at every stage of the policy life cycle.

Issues under the spotlight include the ease of gaining quotes; the role of proactive, personalised communications to improve trust; and the importance of having systems that help adjusters and claims handlers show compassion and empathy after customers experience a loss.

Speakers include Guidewire insurance product owner professional services Michelle Abro and Smart Communications VP of marketing in insurance Eileen Potter.

The discussion will be moderated by Insurance News editor-in-chief John Deex.

“With 85% of customers saying communications shape their experience and 66% willing to switch if expectations aren’t met, insurers need communication strategies that keep pace with digital-first expectations,” Guidewire and Smart Communications said.

The 45-minute live webinar – titled From Policy to Claim: Building Lasting Loyalty at Every Touchpoint – takes place at 10.30am on Thursday.

The Australian and New Zealand Institute of Insurance and Finance has confirmed 0.75 CIP points are available to attendees. 

Register here.