Saurabh Saraf

Insurers often earn trust after purchase - during service and claims - while asking customers to make a complex commitment before they have experienced that value. Drawing on Amica's work across discovery, quote and bind, service and renewal, this session will examine how insurers can make trust tangible earlier through clarity, continuity and customer choice.

It will explore where customer intent is lost across product, price, eligibility, experience and channel handoffs; how AI-enabled discovery and personalization can reduce uncertainty; and how digital and human channels can work together to improve conversion, resolution, retention and long-term value. Takeaways: 

• Translate brand and service trust into earlier customer confidence and digital growth.
• Design digital-first—not digital-only—journeys that combine self-service with contextual human assistance.
• Align marketing, digital, product, underwriting, sales, service, data and technology around shared journey outcomes.