3 Smart Strategies to Overcome Customer Service Challenges in the Insurance Industry

Customer inquiries in the insurance industry are often issue-driven, where clients reach out to the companies at critical points — when they apply to initiate a plan, when they seek information regarding a scheme, when they find any change in policy, and ultimately when they make a claim.

Thus, insurance companies (home, health, auto, life, etc.) face increasing pressure to address the high load of tickets, related to:

Underwriting Procedure: It includes all the steps from the initial application process to wait time, to receive a quote, to the overall customer's underwriting experience. Long wait times or pending resolutions often create negative impressions about the brand.

Policy Servicing: Clients expect service agents to anticipate their individual demands and provide easy access to information. It applies to various offers based on personal information that they've shared with the organization.

Claim Settlement: Claim processing is the most crucial service that an insurance company provides to its clients. If the companies fall flat in training their support agents to handle these cases effectively, then it may give rise to legal issues.

To perform these critical activities, insurance companies must ensure proper engagement with the clients at every touchpoint, throughout the brand interaction lifecycle.


According to a survey, 46% of insurance customers are more likely to tell others if they have a bad experience, and out of these, 25% immediately switch to other service providers. This is alarming! Thus, the quality of each interaction needs to be superb and seamless.


In this context, here are some Intelligent methods you can adopt to set your company apart in delivering exceptional service with the assistance of the right technology. Let's discuss.

1. Understanding the Customers' Needs

In a fast-paced world, client expectation keeps soaring. Insurers should gain a profound understanding of their clients where Data Analysis acts as a major instrument. Data collected from various sources is considered to be the goldmine where companies can use these data to better understand and communicate with their clients.

Smart Tool: Analytics and Reports

Implement analytics and reporting tool that employs artificial intelligence (AI). It records each interaction and mood of your clients, so that, whenever you notice any changes, you’ll be able to react quickly. The analytics tool has an embedded Semantic Topic Recognition module that helps you understand and graphically visualize specific customer issues. In addition, it generates Standard Reports to analyze essential key performance indicators (KPIs). With these reports, you can recognize the problems in the customer journey followed by immediate measures.

Also Read: Discover, the Easy-to-Use Analytics Tool by ThinkOwl

2. Better Customer Engagement

Clients interact with the brand via multiple channels — email, live chat, call center, or talk directly face-to-face with a consultant. It's quintessential to deliver real value through any of these channels which leads to an increase in Net Promoter Score (NPS). Delivering consistent and outstanding experience across all channels is the key to increase NPS where clients are more likely to promote your brand and make worthy referrals.

Smart ToolOmnichannel Mailbox

An omnichannel system captures, tracks, and stores messages coming from various communication channels, all in one platform. The system transforms these messages into cases, then categorizes and routes them to the specialist service agents — sorted by topic, priority, and responsibility. The AI engine further gives you contextual information and smart responses. Also, the AI-enabled technology understands the email content, sorts it, prioritizes it, and suggests the best answers.

Also Read: AI Helpdesk Software is The Backbone of Service Companies. Know Why!

3. Faster Case Resolution

A rapid spike in client inquiries is a regular occurrence in the insurance customer care department. Being unprepared to deal with a problem might give birth to chaos, and also takes a toll on the agents to manage everything at a time. Naturally, case resolution gets delayed which gives rise to irate customers. Thus, a company's internal case management procedures need to be well-organized to respond to any customer problem at any time. 

Smart Tool: Workflow Automation

Automated workflows help your team deliver exceptional support much faster than manual processes. The tool facilitates case processing and automatically triggers required actions, where you can define conditions to automate routine tasks. Data analytics, automation, and other advanced tools help to speed up case resolution time keeping the quality intact. Most importantly, it's a cost-effective and productive approach.

Also Read: Five Trends That Will Shape the Future of Customer Experience

Now, to implement all the above features in a unified platform, you need assistance from Helpdesk Software powered by Artificial Intelligence (AI).

Helpdesk Platform backed by AI

AI Help desk software offers necessary tools that a company demands to please its customers — backed by omnichannel capability, integrated AI frameworks to facilitate agent productivity, smart automation mechanisms, and a lot more. In addition, it allows customer service representatives to handle issues efficiently. Watch the video to know more:

For insurers, customer experience management is becoming quintessential in a competitive marketplace. Modernization, technical developments, and regulatory changes are prompting Insurance Companies to revamp the way they've been operating so far.

Businesses that have already implemented smart solutions often realize the benefits of it — helps them stay ahead of competitors by offering exceptional customer experience as the key differentiator. So, choose a contemporary solution that best suits your Insurance Business!


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