This management-discussion addresses the phase of the customer life cycle that follows initial on-boarding?the ongoing servicing of the policy. The following topics are examined:

* How does channel preference and satisfaction differ for Gen Y and Baby Boomer customers?
* What is the impact of satisfaction on policy retention and advocacy for Gen Y customers?
* What are the most important key service practices insurers can target to improve satisfaction among Gen Y customers? How satisfied are customers when these key service practices are executed