Want to feel better about Life Insurance? Go digital

Two recent studies by JD Power, one for individual life insurance and the other for individual annuities, found that overall customer satisfaction with each of these products is improving. This is a big turnaround from recent years where customer satisfaction and engagement declined the longer a person had a policy.

So what changed? Digital interaction. Studies show that more customers are using digital tools to monitor policy updates and changes and to communicate with local agents and financial advisors. Nearly three-quarters, or 72%, of annuity customers regularly interact with their provider digitally via website, email, chat, text message or mobile app.

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