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The COVID-19 Effect: High Tech With Human Touch to Optimize Life Insurance Customer Experience

Todd A. Silverhart, Ph.D., LLIF; Gina Birchall, LLIF, J.D.; Rob Sims; Nathalia Bellizia 10/23/2020

Learn how COVID-19 is shaping the future of customer experience for life insurance.

Summary

This study examines how COVID-19 is affecting the experience customers have when engaging with the life insurance industry, and how this impact is expected to evolve through and beyond the current pandemic. Not only has the pandemic raised the visibility of the value of life insurance in the mind of consumers, it has also prominently introduced the use of digital technologies to support interactions with personal advisors. The acceleration of digital agendas, the evolving role of “human touch,” and the maturation of accelerated underwriting are all discussed.

The report is based on findings from a survey of 3800+ US consumers in July/August 2020, including those who shopped for life insurance prior to and during the pandemic.

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Meet the Project Director

Todd A. Silverhart, Ph.D., LLIF

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.

Corporate Vice President Research Quality & Markets Research
LIMRA and LOMA
tsilverhart@limra.com


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