Insurance is a service, not a product

Insurance is a service, not a product

The Liveworker
  • The Liveworker
  • Service Designer

“Insurance rarely comes to mind as an industry that provides a rewarding customer experience. The only time people find out whether their insurance company is actually any good is when they are at their most distressed and vulnerable. When they find out their insurance is awful, there is nothing they can do about it. They are at the mercy of small print they either did not read or did not understand, and they may end up spending hours on the telephone or filling out more paperwork. There should be insurance against mistreatment by insurance companies.”

Read more about our work with Norway’s largest general insurer in Chapter 1 of the book “Service Design – From Insight to Implementation”. Livework founding partners Ben Reason and Lavrans Løvlie co-authored the book with Professor Andy Polaine.

Download the pdf of Chapter 1 in the book here.

Buy the book here.

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