Over the past several years, online services have changed our concept of what’s possible, and increased our expectations. COVID-19 accelerated the trend.
According to a recent report from Statistics Canada:
- 90% of those 15 to 34 years of age and 54% of those 65 to 74 years of age indicated they were doing more activities online
- Almost half of Canadians (48%) reported doing at least one Internet-related activity for the first time, during the pandemic—including buying groceries or goods online, using the Internet to work at home, and video conferencing with family and friends).
Our experience as consumers of goods and services is shaping our expectations when it comes to insurance, said Christine Wyatt, Director of Empire Life’s Group Digital Channel, in a recent fireside chat hosted by XRM Vision, a CRM consultancy. “Customers expect more, and many advisors are responding—leveraging technology throughout the benefit plan life cycle to make it easy to transmit and analyze data, generate insights, and help customers design the best plans.”
Traditional roles are also shifting, says Wyatt, with some industry players taking on roles hitherto fulfilled only by carriers.
