July 21, 2011 – Insurers are diversifying channels, but this is leading to inaccurate contact data. Experian QAS, a division of Experian Marketing Services and a provider of address verification software and services, released a report that examines current attitudes toward contact data quality.
“The Dilemma of Multichannel Contact Data Accuracy” reveals that, for insurers, the traditional contact data collection points – phone and email – are still being utilized, but many insurers are communicating with policyholders through non-traditional channels. Eighty-four percent of the 100 insurance industry respondents are currently capturing customer contact data through mobile applications, and 96 percent see the use of mobile platforms growing. In addition, 95 percent of insurers communicate via social media.
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