In each of these circumstances, they’re encountering a detailed process that likely requires new levels of understanding. Many members are unsure of exactly what they need to do and what they’re responsible for.
When members trust their insurance or financial professional, they’ll reach out to them for assistance. But in some cases they don’t have a professional on record or they may simply prefer to reach out directly to Nationwide instead.
Members need a compassionate carrier that extends protection and stability to their lives.
Members need to get the clear sense that Nationwide is a compassionate, trusted carrier who adds protection and stability to their lives.
We can accomplish this in a variety of ways:
- Providing education that helps them make informed, confident decisions
- Creating reliable, consistent customer experiences
- Tailoring guidance to individual circumstances and goals
Achieving this in today’s landscape requires each of us to prioritize a member-centric approach. We must ground ourselves in our members’ needs. Develop member-centric solutions. Embed their needs within our processes. Done well, this can be a win for everyone concerned – the more protected our members feel, the more successful we become.
Faced with having to make a decision, members value a professional or Nationwide representative that will guide them to confidence. They need expert advice that equips them in the moment.
A study by IBM found that as an industry, insurance has a lot of room for improvement. Just 42% of customers say they trust the insurance industry. The increasing uncertainty of today’s world is making it more challenging for carriers to be the calm, steadying force our customers need. But by delivering confident, reassuring experiences, we can help our members feel more secure while helping Nationwide can stand apart.
