The Impact of COVID-19 on Life Insurance Customer Experience

Overview

Who Should Join

CXOs, senior leaders, and others customer experience professionals interested in learning how the COVID-19 pandemic influenced the customer experience. Registration is open to corporate office employees of LIMRA and LOMA member companies.

Highlights

The life insurance industry was not immune to the significant changes the COVID-19 pandemic forced on the manner in which companies conduct their business. While many aspects of the life business were forced to adapt, of particular interest is how the pandemic influenced the customer experience. In this webinar, LIMRA and BCG will highlight findings from research examining the experiences across the customer journey for individuals who purchased and managed life policies after the onset of the pandemic. In addition, specific industry examples for critical touchpoints will be discussed.

Presenters

Todd A. Silverhart, Ph.D., LLIF

Corporate Vice President Research Quality & Markets Research, LIMRA and LOMA

Todd A. Silverhart, Ph.D., LLIF

Corporate Vice President Research Quality & Markets Research, LIMRA and LOMA

Silverhart is responsible for directing select strategic research initiatives as well as implementing and managing processes to assure the quality of LIMRA and LOMA’s research program. Todd oversees the development of research agendas, the practices followed in conducting research, and the procedures for assuring the quality of research deliverables.

A frequent industry speaker and author, he also serves as staff representative for LIMRA and LOMA’s Customer Insight Advisory Council.

Having joined LIMRA and LOMA in 1988, Silverhart previously served in LIMRA and LOMA’s Assessment Solutions unit, where he conducted producer and field manager selection research, consultation, and product development. From 2000 to 2019 he managed various LIMRA and LOMA research functions including Technology in Marketing and Distribution, Markets, and Insurance Research.

Silverhart is a graduate of Middlebury College and received his Ph.D. in industrial and organizational psychology from Old Dominion University.

Rob Sims

Managing Director and Partner, BCG

Rob Sims

Managing Director and Partner, BCG

Rob Sims is a core member of Boston Consulting Group’s Insurance practice, leading the firm’s life insurance and group benefits work. His focus is on disruptive strategies and large-scale change efforts. In his recent engagements, Rob developed a financial wellness strategy for an employee benefits company, led a digital strategy to increase penetration of voluntary benefits, led multiple efforts to drive effectiveness and efficiency using analytics, and led multiple large-scale performance improvement programs—both top line and cost-focused. Prior to rejoining BCG in 2017, Rob spent three years as an executive with Sun Life Financial as SVP of Strategy and Market Development for Client Solutions for Canada and SVP of Strategy and Corporate Development for Sun Life globally. He previously worked at BCG from 2000 to 2014.

Nathalia Bellizia

Managing Director and Partner, BCG, BCG

Nathalia Bellizia

Managing Director and Partner, BCG, BCG

Contact us to learn more:

Amanda Cristina

Senior Meeting Planner

LIMRA

(860) 298-3829

acristina@limra.com