The Smart Insurer's Guide to Winning Customer Experience. Why most insurers still get omnichannel wrong, and a 90-day framework to fix it.

17% of customers leave after one bad experience. In insurance, that experience is usually the claim.

Insurers are spending on technology. 66% plan to increase it. Yet a third of customers are still unhappy with digital channels. Insurtechs and big tech keep raising the bar on instant service, while legacy systems eat 70% of IT budgets just to keep the lights on. And the highest-stakes moment, the claim, is also the most fragmented. This guide gives you a practical, phased way out.

What's inside

A 90-day transformation roadmap in three phases: foundation and security, automation and efficiency, optimization and scale

The metrics that prove it's working: NPS, CSAT, CES, FCR, and security KPIs

A vendor-selection checklist built for BFSI compliance and pay-as-you-grow scaling

How National Life & General moved from manual routing to intelligent, scalable CX with Exotel

The five challenges holding insurers back: fragmented journeys, legacy lock-in, digital gaps, the claims deficit, and personalization at scale

The CX tech stack that matters: cloud contact center, conversational AI, OTP and number masking, automation, and analytics