MIM74 – Customer expectations in 2025 and beyond
Publish date: 08/10/2025
Today’s insurance customers want the same inspiring digitally enhanced solutions that leading tech companies provide. The bar has been raised and policyholders now expect a fully integrated omnichannel experience when contacting their insurance company, and they expect the choice to switch seamlessly between those channels to get the information, advice and service they require.
This approach is now a driving force in the insurance industry and, as the claims partner to major UK insurers, here at FMG we’ve invested heavily in developing digital solutions to deliver against these evolved customer expectations.
However, whilst our digital innovations successfully drive change, streamline processes and provide efficient and scalable solutions, we’re not relinquishing all our critical thinking to technology. With nearly four decades of experience and expertise in our business, our people remain firmly in the driving seat.
We still answer the phone
Policyholders can opt for a digital journey with us, reporting their claims online at their convenience, via FMG ENOL and then tracking, managing and controlling aspects of their claim via FMG Connect, our self-serve omnichannel online platform, if they wish. Currently, 45% of our customers choose this option. However, many customers still want to speak to a person at the point of notification and our highly trained claims experts are available at the end of the phone 24/7 to manage every aspect of the claim on their behalf. It’s all about delivering a richer customer experience and every customer has this choice.
We won’t automate everything
We won’t automate every stage in every process, nor do customers want us to. In crafting our digital solutions, we’ve focused upon the entire claim journey to pinpoint the areas where technology will deliver the best value and understand the moments where intuitive human intervention will elevate the service. For example, our intelligent ENOL reporting can recognise a multivehicle incident that hasn’t recorded third party details. This alerts a colleague immediately to intervene, where appropriate, to ensure our data is accurate and relevant. Likewise ENOL is not available for customers stranded at the roadside, as a welfare check and immediate assistance is required.
We’re still the experts
Technology won’t replace humans at FMG, on the contrary it amplifies the capabilities of our claims handlers. Freed from repetitive tasks, they’re able to focus on supporting clients by listening, building rapport, solving complex queries, advising and negotiating on their behalf. This doesn’t just elevate the customer’s experience, it boosts employee satisfaction and engagement.
Here at FMG, we’ll continue investing in our digital solutions to meet our customers’ changing expectations, whilst continually upskilling our people to deliver that personalised customer experience.
John Keeton, Operations Director, FMG