A crucial first step for any insurer commencing the Digital journey is to do a baseline assessment. This is often overlooked and can be the first step towards failure.

By understanding where you are starting from; your current strengths and weaknesses, you can formulate a strategy. This will then be based on a vision and understanding of what you need to rebuild, adapt and address or what constitutes strong foundations for future development.  

This Digital Customer Service Assessment Tool is an excellent basis against which you can benchmark your organisation and take to the next meeting a report on what needs to be done.