Insurance Customer Engagement Solutions
Boundless customer engagement for P&C and Health insurers. Engage both customers and employees to drive business outcomes.
Verint Insurance Customers
According to a The Insurance Network (TIN) report, retention has overtaken acquisition as a key driver of business performance.
“The next one to two years will see CX, and especially claims experience, become a key differentiator and driver of retention, which is now THE key KPI.”
Want to learn what leading insurance executives have to say about AI and automation?
Verint Insurance Insights
- 31%
of P&C Insurance customers will start a new insurance policy via digital self-service
- 46%
of Health Insurance members will start a new enrollment via digital self-service.
Digital Transformation in Insurance
Too often when insurers undertake digital transformation, they limit their efforts to modernizing customer-facing digital assets, like their website, mobile apps, chatbots, etc. But true digital transformation is an enterprise-wide endeavor that modernizes the technologies not only in your digital channels, but the solutions your employees use, and the ways you can capture feedback directly from the customer.
Check out this series of articles on digital transformation in insurance to learn more:
Healthcare Insurance Digital CX
In the Verint Experience Index: Health Insurance, respondents indicated that they prefer to use digital self-service (39%) just slightly more than the contact center/voice channel (34%), with assisted digital support (email, chat) coming in third (11%).
When enrolling for new health insurance, 46% of respondents said they’d start their enrollment journey with the insurer’s digital self-service channel. And while only 17% would start with the insurer’s contact center, 30% of respondents will end up using the insurer’s contact center at some point in their journey, and nearly one-quarter (21%) will end their journey there.
To develop exceptional service, healthcare insurers need to optimize CX across all touchpoints, both human and bots. Want to learn more?
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"We can now track and optimize end-to-end CX, ensuring we consistently deliver better outcomes for our clients and their customers.”
Property and Casualty Digital CX
In the Verint Experience Index: Property and Casualty Insurance 2022 report, consumers of across generations still heavily rely on the voice/phone channel for interacting with their insurer. 42% of respondents said they’d start with the phone/contact center when filing a claim or requesting support. The report found that:
- Direct person-to-person interaction remains top-of-mind for many consumers.
- Pandemic changes were a matter of fact for many respondents, with some even excusing the long phone hold times.
- Customers are becoming more comfortable engaging with insurers via digital channels.
The report also found that 8 percent of those who switched to digital found the customer service worse. Insurers need to identify the right tasks and processes for digital service but give the customer an “escape route” to seamlessly transition from a digital channel to a human when the customer becomes frustrated or unable to resolve their request digitally.
Download the VXI: Property and Casualty Insurance reportInsurance Customer Success Stories
Automation in Insurance Operations
Insurance operations have enjoyed efficiency gains from workflow automation, automated claims management systems, and RPA. Task and process automation has left employees with the more complex, variable work.
So what’s the next step on the insurance automation journey? Workforce engagement automation.
Read the eBook to discover real-life examples of insurers who have adopted back-office workforce engagement solutions to improve employee productivity and effectiveness, speed turnaround times, and increase customer and employee engagement.
Extending Automation Beyond RPA in Insurance OperationsTop Insurance Industry CX Challenges
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Verint Experience Index Insurance Findings
The surveys found that while many still prefer the voice/contact center channel to do business with their insurer, both P&C and Health, digital self-service and assisted digital channels are growing in popularity. Key will be seamlessly integrating the channels so insurers can take advantage of the cost savings from digital, but still give customers access to human support when needed.
Access the Verint Experience Index: Property & Casualty Insurance
The Impact of the Great Resignation on Insurance
The insurance industry is hampered by a perception that is old-fashioned and unexciting. In this highly competitive environment for talent, insurers need to:
- Modernize the tools employees use to execute their jobs.
- Level up their onboarding and employee development programs to train, retain and reward performance
- Encourage creativity and bridge the generation gap
Task and Process Automation Are Not Enough
Many insurers are in the process of upgrading their core systems and moving to the cloud. Great! But these systems primarily focus on automating tasks and processes.
The greater opportunity lies in solutions that improve the performance of your most costly asset – your employees. Improving employee productivity, effectiveness, and utilization can deliver tangible ROI and business outcomes.
Get the Verint eBook: Extending Automation Beyond RPA in Insurance Operations to learn more.
Verint Experience Index Insurance Findings
The surveys found that while many still prefer the voice/contact center channel to do business with their insurer, both P&C and Health, digital self-service and assisted digital channels are growing in popularity. Key will be seamlessly integrating the channels so insurers can take advantage of the cost savings from digital, but still give customers access to human support when needed.
Access the Verint Experience Index: Property & Casualty Insurance
The Impact of the Great Resignation on Insurance
The insurance industry is hampered by a perception that is old-fashioned and unexciting. In this highly competitive environment for talent, insurers need to:
- Modernize the tools employees use to execute their jobs.
- Level up their onboarding and employee development programs to train, retain and reward performance
- Encourage creativity and bridge the generation gap
Task and Process Automation Are Not Enough
Many insurers are in the process of upgrading their core systems and moving to the cloud. Great! But these systems primarily focus on automating tasks and processes.
The greater opportunity lies in solutions that improve the performance of your most costly asset – your employees. Improving employee productivity, effectiveness, and utilization can deliver tangible ROI and business outcomes.
Get the Verint eBook: Extending Automation Beyond RPA in Insurance Operations to learn more.
Featured Solutions
Featured Resources
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Verint Experience Index: Health Insurance
Learn More About Customer Engagement Solutions for Insurance
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