Create superior customer insurance experiences

• Ensure all digital channels, especially claims processes, are accessible and user-friendly on mobile devices.
• Ensure customers can switch easily from online to call centre or an agent.

• Offer a variety of self-service options: Allow customers to manage policies, view claims, and make payments online. 
• Personalize the user experience: Offer personalized content, recommendations, and forms based on customer data. 
• Offer "save and continue later" options: Allow users to pause and resume their online journey. 

• Offer a quick quote upfront.
• Retrieve the customers data automatically so that you have to ask them less questions in the application process.
• Use AI to assist underwriters to accelerate the process.
• Make it easy for customers to file claims online, with options for uploading digital evidence and receiving instant feedback. 
• Offer online chat, help articles, and other forms of support to address customer questions and concerns. 

• Protect customer data and maintain trust through strong security measures.
• •Be transparent about your policies and processes: Communicate clearly about data privacy, security, and other important aspects of your digital operations. 

• Monitor user engagement, conversion rates, task success rates, and customer support requests to identify areas for improvement.
• Analyze data to understand how customers interact with your digital platforms and make changes accordingly. 

• Consider users with disabilities by ensuring compliance with accessibility guidelines (e.g., WCAG). 
• Try usability testing to optimise the experience, you'll be surprised what customers get hung up on.
• Use plain English and don't confuse. Insurance Jargon is a big No-No.

What happens when the process breaks?

• Use Actionable error messages that instruct what to do next.