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Delivering an exceptional customer experience is always a priority for insurance companies. But this is even more critical during this particularly rough, record-setting hurricane season of 2020.

It’s more important now than ever for P&C insurers to effectively communicate with their customers and appropriately respond to the influx of claims while complying with new safety guidelines that come with COVID-19.

This particularly active hurricane season — in the midst of COVID-19 — makes customer-centric, digital-first conversations between insurers and their customers more important than ever. In order to achieve this, insurers need to rapidly accelerate their digital transformation initiatives and provide customers with a great experience even without in-person interactions.

Don’t wait for the storm to communicate

If property and casualty insurers do not already have a customer communications strategy in place well before a major weather event occurs, it is too late. Without proper communication, policyholders can find themselves confused about what kind of damage is protected by their insurer and what the claims process will entail, especially today, given all the changes that have come with COVID-19.

Insurance companies must regularly check in with policyholders in hurricane-prone regions to ensure they have a clear understanding of what their policy covers, what the claims process will entail if they need to file and how they can update their policy if needed, among other things.

While it’s important for insurers to effectively communicate with policyholders around the time of a storm, they shouldn’t wait until these moments to begin an ongoing conversation. Regular communications should start at the very moment a customer adopts a policy from their P&C insurer. With a relationship already established, the customer will have a better understanding of the claims process and feel they’re taken care of before, during, and after a storm passes through their area.