Customer experience (CX) is critical in the insurance industry because it directly impacts customer satisfaction, retention, and brand loyalty. Insurance is a competitive market where customers often base their decisions not only on price, but on the quality of service they receive. A positive experience, from the ease of purchasing a policy to handling claims smoothly, can build trust and differentiate an insurer from its competitors. In our blog, How To Enhance Customer Experience In Insurance, we give you a guide to deliver the best CX (specifically in insurance).

What Is Customer Experience In Insurance?

Customer experience in insurance refers to the overall perception and interaction that a customer has with an insurance company throughout their entire journey. This includes every touchpoint, from the initial research and purchasing of a policy to filing a claim, receiving customer support, and renewing or canceling a policy.

How To Enhance Customer Experience In Insurance

Create A Seamless New Customer Experience As An Insurance Company

Tealium, a leading Customer Data Platform (CDP), can offer significant advantages to insurance companies by enabling them to better manage, unify, and activate their customer data all in real-time. Here’s how Tealium can help insurance companies:

1. Unified Customer View

• Centralized Data: Insurance companies often deal with vast amounts of data across multiple touchpoints (website, mobile app, call centers, agents, etc.). Tealium consolidates this data into a single customer view, making it easier to understand customer behavior and preferences.
• Omnichannel Data Integration: Tealium integrates data from all customer interactions, whether it’s online, offline, or across devices, providing insurers with a holistic view of their customers. Breaking down these traditional data silos unlocks tremendous value in both real-time experiences and AI. 

2. Personalized Customer Experience

• Segmentation and Targeting: With Tealium, insurers can segment their customers based on demographics, behavior, and preferences. This allows for highly personalized interactions, improving customer satisfaction and retention.
• Real-Time Personalization: Tealium’s real-time data processing capabilities allow insurers to offer personalized recommendations and offers, such as insurance policy upgrades or cross-sell opportunities, at the right moment.
• AI Driven Experiences: Now that insurance companies have a consented, clean and enriched data set they can fuel and activate AI initiatives far more efficiently. For more, see our product, Tealium for AI.

3. Improved Marketing Efficiency

• Audience Management: Insurance companies can use Tealium to build more effective marketing campaigns by identifying high-value customer segments, enabling targeted and efficient marketing strategies.
• Marketing Attribution: By tracking customer interactions across various channels, Tealium helps insurers better understand which marketing efforts are driving conversions, allowing for smarter budget allocation.

4. Compliance and Data Security

• Data Privacy Management: Insurance companies deal with sensitive customer information, and Tealium provides tools for managing data privacy regulations. Tealium’s consent management capabilities ensure that customer data is handled in compliance with legal requirements.
• Data Governance and Consent: Tealium offers robust data governance and consent orchestration tools that help insurance companies control who can collect and access customer data, ensuring that sensitive information is only available to authorized personnel. Furthermore consent orchestration guarantees that only customer data that is fully consented can be used to activate campaigns, create experiences and fuel AI initiatives. 

5. Customer Retention and Loyalty

• Churn Prevention: Tealium’s predictive analytics and data insights help insurance companies identify customers who are at risk of leaving. By understanding customer behavior, insurers can proactively engage these customers with tailored offers or support to increase retention.
• Customer Journey Orchestration: Insurers can map out and optimize customer journeys across channels and devices, ensuring that each touchpoint (from initial inquiry to claim handling) provides a seamless and positive experience, fostering long-term loyalty.

6. Actionable Insights for Product Development

• Customer Feedback Analysis: By unifying data from customer interactions and feedback, Tealium enables insurance companies to better understand customer needs and preferences. This insight can guide the development of new insurance products or policy enhancements.
• Predictive Analytics and Next Best Action (NAB): Tealium’s Machine Learning (ML) integrations allow insurers to analyze trends and predict customer needs, enabling the creation of proactive solutions and product offerings.

The Best Tool For Customer Experience In Insurance

Tealium empowers insurance companies to harness their data more effectively, resulting in improved customer experiences, operational efficiency, and competitive advantage in a highly regulated industry. Let’s look at our case study with Income Insurance, one of Singapore’s largest composite insurers, with over 1.7 million customers. 

Like many insurance companies, customer and prospect data originated from a variety of disconnected sources, both online and offline. By integrating Tealium’s technology with Merkle’s consultative expertise, Income was able to transform its inbound and outbound data streams through a centralized intelligence hub. This enabled the insurer to deliver the right message to the right individual at the optimal time.

After adopting Tealium’s CDP, Income Insurance saw a remarkable 40% reduction in cost per acquisition and an impressive 92% improvement in click-through rates. The company also successfully transitioned customers from offline to online channels, with early online renewals for car insurance rising 28% year-over-year (YoY). Additionally, the use of Tealium CDP nearly doubled the number of activated campaigns, leading to an extraordinary 452% YoY increase in online-generated revenue.