11:20 AM

Using technology to protect and care for customers

By Amy Shore, Executive Vice President, Chief Customer Officer

Inflation. Rising interest rates. Economic uncertainty. In times of doubt and ambiguity, protection and security is a natural direction consumers take.

Earlier this year, Nationwide’s 2023 Economic Impact Survey found more than two-thirds of Americans (68%) expected a recession would hit in the last half of 2023, and nearly 80% of those who anticipated it thought it would be severe. While a recession has not happened so far, these real concerns persist.

Over the course of Nationwide’s nearly 100-year history, customers and partners look to us for protection and guidance, especially during uncertain times. We understand those concerns and are committed to delivering for customers. Technology is helping take this commitment to the next level, as we introduce new products and capabilities that provide peace of mind. Our goal is to make interactions with us effortless, personal and reassuring – protecting what matters most.

Financial security
As Nationwide customers move through their lives, we’re helping them plan for the expected and unexpected.

Nationwide offers a variety of life insurance solutions for customers. We make the process simple and easy. Potential customers can now purchase life insurance in less than 15 minutes with the launch of Nationwide Life Essentials℠.  The digital application experience uses health history and medical information to assess risk and bypass the need for a medical exam and lab tests. While coverage is not guaranteed, the application process is fast and answers are often provided within minutes.

In May, Nationwide earned a fourth consecutive Customer Experience Excellence Award from DALBAR, an independent financial auditing and ratings organization whose certifications considered a mark of excellence in the financial services profession. Calling Nationwide, a “customer service powerhouse,” DALBAR recognized Nationwide for the service we are providing in our retirement contact center, private and public-sector web portals, mobile apps and websites. All these interactions met or exceeded DALBAR’s stringent award criteria during a year-long audit.

Help for furry friends
As the largest U.S. provider of pet health insurance, we are committed to helping pets live healthier, longer lives. In July, we introduced the Pet HealthZone®, a free digital experience that draws from 40+ years of pet health data to drive the highest quality pet health conversations between pet families and veterinary healthcare teams.

By entering information about a pet, like its breed and age, the Pet HealthZone will provide customized, in-depth information about your pet’s health risks, drawn from analysis of claims data from millions of other pets. The Pet HealthZone puts a team of Nationwide veterinarians, breed experts, and data analysts at pet parents’ fingertips, giving them immediate access to age- and breed-specific insights, fun facts, and expert advice.

Home accident prevention
For a homeowner, there’s little worse than the headaches, bills and disruption that can come from a home accident or property damage – especially those that could have been prevented or minimized. We understand, and in response, this fall Nationwide announced a partnership with Resideo Technologies, a global provider of Honeywell Home smart thermostats and First Alert® solutions, to help protect customers with technology enabled prevention notifications.

The partnership blends Resideo’s home comfort and safety solutions with Nationwide’s breadth of solutions and expertise. We plan to offer homeowners preferred device packages that will warn them of potential problems while making them eligible for a discount on their homeowner’s insurance, helping to offset the cost of device purchase and installation.

No matter what the circumstance or need, we're delivering tailored products with effortless, personal and reassuring customer experiences. It’s how we ensure Nationwide is on your side.