Customer
experience

Providing extraordinary
customer care

We are blending solutions that balance simplified, digital self-services with comprehensive support from Nationwide associates. We are working daily to earn customers’ trust.

Amy Shore

Chief Customer Officer

Nationwide

With the goal of putting customers at the center of everything we do, Nationwide is creating enhanced services and products that make customer interactions effortless, personal and reassuring.

To make it easier to access policy documents, update beneficiaries and pay premiums, we improved our mobile app experience for life insurance customers.

To offer financial professionals and their customers more investment and retirement security options, new Nationwide Financial annuity products incorporate popular features.

Property and casualty members can more easily manage and track their policies and accounts, search claims filed, access billing information and share feedback through new self-service and digital enhancements.

To support customers with more accurate information in a faster time frame, customer service representatives are using enhanced digital tools and technology, including artificial intelligence and machine learning.

A rich source of information, the Ag Insight Center can help members manage the changing agricultural landscape and maintain operational safety as they run a successful business.

Nationwide commercial products are now available through the Vertafore Commercial Submissions platform, allowing agents to more easily generate and compare commercial lines quotes for their clients.

Nationwide’s digital pet product, vethelpline®, is now available to all consumers as a standalone subscription service offering on-demand veterinary advice 24/7.

Personalizing the claims experience

Our Personal Lines Claims team uses data and technology to design personalized experiences centering around the customer because we know each person’s preferences are different. Our customizable, customer-centric interactions are the foundation of the Nationwide claims experience, continuously balancing the need for human connection and digitization.

All digital

Using self-service tools to enable an end-to-end, hands-on digital experience for those who want full control

Guided experience

Using a combination of digital tools together with a human touch for those who want the best of both worlds

Fully supported

Following a more traditional claims-handling path with human interaction throughout the process for those who value a more personal touch

We’ve also modernized the experience to give customers more options, including:

• Having text-based conversations with a Claims associate for live updates

• Receiving text updates with a link to Claim Tracker with additional self-service options

• Getting auto claims payments faster and easier with enhanced digital payment options

Enhanced, real-time capabilities

Nationwide’s Life Insurance business improved its mobile app experience for members by making it easier for them to access policy documents, update beneficiaries and pay premiums. By year-end, Nationwide received more than 75,000 premium payments through digital self-service channels. Nearly 4,000 of those payments were received through the mobile app, and that number is expected to increase in 2022.

Delivering extraordinary care
in unprecedented times

Our customer service teams are always looking for ways to improve how we support our customers. In 2021, these associates — many still working from their homes — achieved just that. Some of the ways we improved many customer service milestones included efficiencies, such as a whopping 84% of customer issues being resolved in a single interaction (so they don’t have to contact us more than once) and a decrease in the length of phone calls (saving our customers' time). There were also a reduced number of billing and payment calls per policy and an impressive 94.9% average call quality score — all pointing to how we are improving our service to customers and partners.

Providing extraordinary customer care