How Insurers can Handle the Increasing Expectation of Customers?

Last updated: 07 Mar, 2024 By | 6 Minutes Read


Insurance customer experience and satisfaction are paramount in the industry. However, it may not seem as for many in the industry as they are still in the early implementation phase of digitalization. Furthermore, the expectations of the customers are rapidly increasing. People are looking for quick, personalized services in all their daily aspects of life.

Therefore, in order to survive, insurance companies must do their best and offer seamless experiences across digital platforms, communication, and customer service.

Understanding the expectations of the customers

As per a news report published by Beazley, customers’ expectations from their insurance companies are increasing. Along with financial shielding, customers also want to be provided with more risk insight, risk management-related services, and flexible coverage by their insurer. From a poll of 1,000 senior executives and insurance buyers belonging from 10 different sectors, it was concluded that reliable claims are not enough now to appeal to the customer.

Instead, they expect insurers to display a robust understanding of their working methods and the risks they encounter and add value accordingly through risk management tools, valuable insights, and optimum coverage.

Seven things that customers desire and expect from insurers:

  • Successfully understand their needs
  • Availability of multiple solutions to address the issue.
  • Respond quickly to their demands.
  • Provide a personalized experience.
  • Listen to their queries attentively.
  • Be proactive.
  • Provide consistent reliance.

Personal elements that can be implemented to improve the customer service experience:

1. Availability of interactions and responses in real time.

Social media is making communication more engaging and efficient day by day. However, firms must increase their pace and address questions, concerns, and comments within an acceptable time frame.

As per HubSpot, four-fifth of customers expect a response on their posts within 24 hours from businesses. In addition, 79% of consumers prefer to chat live over social media to resolve issues quickly. But, if you feel that you are already over-burdened with other tasks and can’t attend your customers attentively on live chat, you can take the assistance of virtual insurance BPO services.

2. Assure honesty and trust.

As per Forbes, 86% of people believe that authenticity can be a deciding factor when choosing which brand to go with. Therefore, it’s essential that you don’t provide any fake or overemphasized information.

Stick to honesty. It will build trust, which will lead to loyalty.

3. Focus on providing value, not selling.

While selling a product or service is the backbone of revenue generation, it shouldn’t be your primary area of focus. Shift your attention to providing a positive, seamless experience. As per HubSpot, 90% of Americans see customer service as a crucial factor in deciding the company of their choice.

In addition, providing good service will ultimately lead to sales. 93% of customers will likely repeat purchases from the company that offers optimum customer service.

4. Hire competent salespeople.

It is vital that the sales team know entirely about the products and services their insurance firm is offering. Consumers always crave a reassuring and trustworthy experience.

Therefore, an experienced sales staff that shows confidence and competence is necessary.

Top four buying factors for purchasing form insurance companies:

  • Policies that are structured with keeping in mind about customer’s specific type of needs.
  • Insurer partnership that lasts long.
  • Rapid and responsive claims management service.
  • Understanding covers easily.

Technology-related methods for improving the customer service experience

Digitalizingthe insurance industry can assist in streamlining policy administration and claims processing and enhancing communication of all customer interactions through the following technology-related methods:

1. Provide a multi-channel personalized experience.

Make sure your customers get a positive feeling when buying something as significant as P&C insurance.

As per Sailthru, Americans have an average of four devices that they use for more than 60 hours a week. From mobile applications and social media platforms to laptops, the goal is to furnish customers with a seamless, positive experience irrespective of the forum.

2. Assure a connected customer journey.

As per Salesforce, “80% of customers say that the experience that a company offers is equally important as its product or services.” Promise privacy and data accuracy.

The main priority of the customers is that their private information does not get into the wrong hands. Therefore, make sure that you exercise proper security measures and communicate this fact to your customers to keep them reassured.

3. Furnish consumers with more than one purchase option.

Consumers like it when they have access to multiple options, and they do go through other recommendations.

As per a MyCustomer article, businesses can assist customers in selecting products and services by providing understandable and straightforward options.

4. Implement Chatbots.

By adopting artificial intelligence (AI) and machine learning, chatbots can guide customers through a policy application or claims process, which will free up employees for more complicated tasks.

A significant amount of time and money can be saved by the usage of chatbots. You can also take the assistance of virtual insurance assistants to deal with customer queries effectively.

5. Build mobile apps.

Constructing an easy-to-use app for customers means that they have convenient access to your services at their fingertips, especially since consumers use their smartphones for more than 5 hours per day as per HubSpot.

It’s an excellent way to ensure that customers can search for information and insurance options or contact customer service regarding any query or concern.

6. Suggest additional products keeping in mind their previous purchases.

By accumulating and effectively utilizing customer data, insurance companies can recommend products based on the customer’s particular interests or browsing history.

7. Acquire knowledge about automation.

Predictive analytics, machine learning and the Internet of Things (IoT) are technological resources that insurers can utilize to enhance their customers’ experience.

8. Make use of voice-activated devices.

For example, Amazons’ Alexa or Apple’s Siri are getting cheaper and more technologically advanced. The integration of advanced analytics with these voice-controlled devices can unlock unlimited opportunities for insurers. In addition, as per HubSpot, 50% of all online searches in the upcoming years will be voice searches.


With the rapid evolution of the market, the expectations of the customers are also evolving. They are expecting services that are fast and personalized. Therefore, insurers must build a variety of comprehensive and seamless experiences for the customers in order to compete.

From providing a multi-channel customized experience to assuring data security, the above-mentioned methods can be an excellent start to match the expectations of the customers and furnish them with efficient services.

It is essential to implement digitalization to keep with the expectations of the customers. However, it is more important to implement these changes correctly. Therefore, seeking the assistance of experts can bring a significant difference in the outcome.

At Insurance Support World, we have a committed group of insurance experts prepared to deliver you with the best insurance back-office services. We have been providing competent insurance process outsourcing services to customers since 2008 and guarantee that you will get same. To find out about our wide scope of solution, Feel free to call us at +1 646 688 2821 or send an email at [email protected].

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