Carpenters Group Director of Claims Strategy Simon Smith has explored how changing customer expectations are reshaping the way insurance and legal services need to approach the customer experience.

In his latest article, Simon discusses how convenience has moved beyond being a competitive advantage to become something customers simply expect. The experiences people have when banking, shopping or accessing other everyday services increasingly influence what they expect when making an insurance claim or using legal services.

For customers dealing with a claim, often following an unexpected or stressful event, Simon argues that convenience is about more than simply delivering a faster service. Keeping customers informed, reducing uncertainty and giving people appropriate ways to communicate can all help build confidence in the claims journey.

The article also considers how quickly expectations continue to change. Services and digital tools once viewed as innovative can quickly become standard, meaning organisations need to continually review how well their customer journeys are working and where unnecessary friction remains.

Simon highlights the role technology can play in improving the customer experience, while stressing that innovation should be driven by genuine customer needs rather than technology for its own sake. Identifying where customers experience difficulties and finding practical ways to address them can often make the biggest difference.

He also considers the continued importance of human interaction within personal injury and claims management. While digital services can make information easier to access and improve communication, customers may still need the reassurance and expertise that comes with speaking to a knowledgeable person.

The article reflects on Carpenters Group’s own approach to adapting its services as customer and industry expectations evolve, including its response to the introduction of the Official Injury Claim portal.

Simon concludes that adaptability needs to be embedded into how organisations think about customer experience. With expectations continuing to evolve, businesses need to keep listening to customers and challenging themselves on how their services could work better.

To read the full article, click HERE.