Better Customer Experience: The best recipes for successful insurance companies

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Insurance companies have been around for centuries. Since then, insurers have been offering their customers protection against financial risks and losses. But in today's world, they need to update their strategies to stay competitive in the market. A simple insurance policy is no longer enough. But how can you stay competitive and grow your business in today's digital world? One answer is: through an excellent customer experience. Customers today expect more than just an insurance policy - they want a seamless, personalized and excellent experience from start to finish.

In this and the next four blog posts, we will highlight key success factors that will help insurers make real success out of customer experience.


Creating the foundations for success
The first step to improving the customer experience is to lay the right foundations. This includes a consistent digital and omnichannel strategy and a seamless experience across all channels. Customers want to france consumer email list be able to communicate with their insurer via various contact channels and handle their insurance matters from anywhere. According to a study by EY, 86 percent of customers expect their insurance companies to be able to share information across all channels and 73 percent want to be able to complete their insurance transactions online. Customers value a seamless and personalized experience: from searching for information to taking out insurance to settling a claim.


This also includes insurers obtaining opt-ins and consents from their customers in order to establish digital communication.

Tracking and thus consent management will change fundamentally in 2024. It's about using GDPR-compliant first-party cookies and focusing on a customer-centric journey that focuses on customer needs. This is because the popular third-party cookies will no longer be allowed next year.



Improve brand building and expansion
A strong brand is an important factor for a successful customer experience. It represents a real competitive advantage for you. It can be a unique selling point compared to the competition and new market participants.

Modern brand strategies help to strengthen your brand and build a positive image: starting with a modern brand house through to the specific tone of voice and the brand's visual language. The brand house needs to be filled, because an empty house decays over time.


Today, this also includes using a design system for consistent brand communication and acting and communicating sustainably. Design systems are often an important element of a relaunch in order to bring the brand up to date and modernize it.