Rising costs, increasing complexity, and evolving customer expectations are reshaping how carriers approach claims and the experience they deliver. Forrester guest speaker Rohit Makhijani recently spoke with CCC's Kelli Svymbersky and Erin Dorshorst to explore industry predictions and trends shaping 2026 and beyond. Here are the key takeaways:
Customer Experience Is the Differentiator
Forrester predicts that several P&C carriers will double their CX investment in 2026. Why? Because satisfaction scores are dropping while rates keep rising. Policyholders expect seamless, transparent digital experiences and carriers that treat CX as a core business strategy will be better positioned to retain customers.
Connectivity Drives Trust
Claims are the make-or-break moment for insurers. When workflows – from FNOL to payout – are fragmented, customers feel the friction. A connected ecosystem accelerates resolution, improves transparency, and builds trust across the entire value chain.
Digital Payments Finish the Experience
Payments may be the last step in the claims process, but they’re the first thing customers remember. Modernizing payments with self-service, choice, and instant payouts not only improves satisfaction but also streamlines back-office tasks, freeing employees to focus on critical decisions that require human empathy.
Where to Start
Digitize for flexibility. Automate for transparency. Connect for trust.
An investment in digital payments is an investment in CX. Carriers that want to make big changes to improve the policyholder experience should start here:
- Implement digital self-service payments as table stakes.
- Embed payments into the claims journey and connect them to insurer/vendor data.
- Break down data silos to prepare for AI and automation.
The path forward isn’t about adding more tools or layering on more process. It’s about connecting what already exists in ways that reduce friction, create clarity, and meet customers where they are – especially in moments of uncertainty.
The opportunity ahead is in recognizing that policyholder affordability and experience are inextricably linked.
A connected claims ecosystem not only feels better for customers but works better for insurers. Digital, automated, and connected workflows remove friction, lower costs, and improve efficiency. Efficiency sustains profitability and profitability ultimately supports affordability at a time when premiums are outpacing inflation.
Carriers that understand this inherent connection are the ones best positioned to deliver better CX and rebuild customer trust, which leads to improved satisfaction and retention long after the claim is closed.
Rising costs, increasing complexity, and evolving customer expectations are reshaping how carriers approach claims and the experience they deliver. Forrester guest speaker Rohit Makhijani recently spoke with CCC's Kelli Svymbersky and Erin Dorshorst to explore industry predictions and trends shaping 2026 and beyond. Here are the key takeaways:
Customer Experience Is the Differentiator
Forrester predicts that several P&C carriers will double their CX investment in 2026. Why? Because satisfaction scores are dropping while rates keep rising. Policyholders expect seamless, transparent digital experiences and carriers that treat CX as a core business strategy will be better positioned to retain customers.
Connectivity Drives Trust
Claims are the make-or-break moment for insurers. When workflows – from FNOL to payout – are fragmented, customers feel the friction. A connected ecosystem accelerates resolution, improves transparency, and builds trust across the entire value chain.
Digital Payments Finish the Experience
Payments may be the last step in the claims process, but they’re the first thing customers remember. Modernizing payments with self-service, choice, and instant payouts not only improves satisfaction but also streamlines back-office tasks, freeing employees to focus on critical decisions that require human empathy.
Where to Start
Digitize for flexibility. Automate for transparency. Connect for trust.
An investment in digital payments is an investment in CX. Carriers that want to make big changes to improve the policyholder experience should start here:
- Implement digital self-service payments as table stakes.
- Embed payments into the claims journey and connect them to insurer/vendor data.
- Break down data silos to prepare for AI and automation.
The path forward isn’t about adding more tools or layering on more process. It’s about connecting what already exists in ways that reduce friction, create clarity, and meet customers where they are – especially in moments of uncertainty.
The opportunity ahead is in recognizing that policyholder affordability and experience are inextricably linked.
A connected claims ecosystem not only feels better for customers but works better for insurers. Digital, automated, and connected workflows remove friction, lower costs, and improve efficiency. Efficiency sustains profitability and profitability ultimately supports affordability at a time when premiums are outpacing inflation.
Carriers that understand this inherent connection are the ones best positioned to deliver better CX and rebuild customer trust, which leads to improved satisfaction and retention long after the claim is closed.
