Phoning Is So Last Generation

Phone interaction is not the way millennials (the 80 million potential insurance customers born between 1981 and 2000) prefer to contact their insurance provider. According to a survey by Insurity and Microsoft Corp., millennials rank the following technologies as important:

86% Personal Web portals with full view of their accounts

76% Live online chats with agents

67% Instant messaging with agents

69% Company blog to post concerns and questions

Also worth noting: a combined 48 percent of millennials would frequently or occasionally blog in chat rooms or social networking sites if they encountered a poor customer experience with their carriers.