The insurance landscape has undergone a major shift considering the COVID-19 situation, and this industry is one of the most competitive industries that has been facing quite a few challenges. Growing market demands and changing customer expectations combined with ‘disruptive’ digital transformation is forcing insurance enterprises to think outside the box and derive solutions to stay ahead of the game.

In a survey done back in 2016, the leading research firm discovered that 47% of insurance customers stated to have had a positive customer experience, but the report also stated that only 34% of Gen Y customers stated the same.