Insurance Customer Journey
A large insurer with 800 contact centre employees faced fragmented customer touchpoints and declining satisfaction scores. We unified the journey with AI-powered claims triage and real-time risk scoring — cutting claims processing time by 60% and lifting customer satisfaction by 35%.
Key Outcomes
The Challenge
The insurer’s customer journey spanned fragmented touchpoints — web portals, call centres, broker channels, and claims processing — with no unified view of the customer. Policy renewals relied on batch-processed risk scores that were weeks out of date, claims triage was manual and inconsistent, and customers waited days for straightforward updates. Net Promoter Scores had been declining for three consecutive quarters.
Our Solution
We built a unified customer data platform integrating all touchpoints — web, call centre, broker, and claims — with real-time risk scoring and next-best-action recommendations. An AI-powered claims triage engine automated straightforward claims end-to-end, whilst routing complex cases to specialist adjusters with full context. Claims processing time fell by 60%, customer satisfaction rose by 35%, and policy renewal rates increased by 18%.
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