Lindsay Smeltzer

For many customers, a confusing bill, a failed transaction, delayed posting, or a lack of flexible payment options, friction at checkout can instantly undo otherwise strong CX. For agents and service teams, broken payment workflows create unnecessary calls, escalations, and manual work that slow everything down. In this panel, carrier and agency leaders and Insurtech partners unpack how they are redesigning payment experiences to feel fast, transparent, and effortless for all parties. Walk away with insights on how to:

• Eliminate common payment breakdowns that drive customer complaints and service volume
• Design payment journeys that feel seamless across digital, agent-assisted, and call center channels
• Reduce friction for agents and service teams while increasing speed and accuracy
• Use payments as a strategic touchpoint to strengthen trust, retention, and overall CX