Is This What Holds the Key to Customer Loyalty in Insurance in 2018?

Article by Karen Wheeler, Vice President and Country Manager UK, Affinion

Insurance companies have notoriously struggled with customer engagement, and in a low-touch industry in which consumers are quick to switch providers following a bad experience, their battle is hardly surprising.

But in recent years their plight has become increasingly evident. The Institute of Customer Service’s January 2018 Customer Satisfaction Index revealed that the insurance sector was one of the few whose satisfaction index scores actually fell in the last year, indicating customers have become increasingly dissatisfied with the level of customer service they’re receiving.

Review the Problems at Hand

Looking ahead in 2018
If there’s one thing that can be learned from the implementation of an ecosystem, it’s that diversification is key for insurers to improve customer engagement. There’s an array of services that insurers can offer that will meet broader consumer needs, and protecting them against the increasing number of cyber threats is just one of them. Diversification presents an opportunity for the insurer to become a trusted ally, not just a necessary point of contact after a bad experience.

By adding more value to their customers’ lives through multiple touch-points, insurers will be able to stand out in a crowded market and find that positive point of difference.

How can help?

Without quality customer service, there comes a lack of engagement and loyalty, and many insurance providers now find themselves stuck in a rut. – Karen Wheeler

At we enable businesses to retain their customers and actually increase customer loyalty whilst lowering operating costs by ensuring queries are handled efficiently by either AI or human interaction. Customers are left feeling valued and businesses appear more responsive. A win-win for both!

View our Home Page and Video to see what we can offer your business and why not try out a Free Trial too.