Customer service trends in the future will include more self-service capabilities and expanded online access to information according to Eastbridge’s latest report!

AVON, CONNECTICUT, USA (January 7, 2014)

To keep pace with society’s need for immediate access to information, voluntary carriers plan to enhance their technology capabilities in the area of administration and service. Some of the most frequently mentioned growth areas include email and chat functionality for customer service and the development of mobile app capabilities.  Carriers are also looking at developing more self-service transaction capabilities for claims and billing.

Eastbridge’s Administrative and Service Practices of Voluntary Carriers Spotlight Report™ looks at current carrier administrative and service practices for all customer levels—the policyowner, employer, and broker—as well as their expectations regarding future trends for this area of the business. Following are a few other key findings from the report:

  • Many carriers are incorporating the strengths from both the individual and group platform products to provide more accessible, flexible, and customer-centered service.
  • The majority of carriers continue to outsource at some level.
  • Carriers are striving to make service and administration at the employee level more customized.

The report includes data from 19 worksite/voluntary carriers active in the market including:

  • Policy issue
  • Client services (employer and broker)
  • Policyowner services
  • Outsourcing
  • Future trends

With this information, carriers can analyze how their company’s administrative and service practices stack up against the competition and what the future trends and expectations are for this area of the business.

The cost of the report is $2,000. To purchase, call (860) 676-9633 or email

Report Summary

Eastbridge Consulting Group, Inc. is a marketing advisory firm serving insurance and financial services organizations in the United States and Canada.


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