Insurance Customer Experience

Personalization and engagement at scale

Customer-Centric Correspondence for Property and Casualty Providers

Customers are Driving Digital Transformation

Property and Casualty Insurers constantly evolve to address increased regulation, rapid technological advances, changing customer behavior, and competition from new providers. Insurance customer experience is a growing concern for many executives. The rise of the Gig and Share Economies creates demand for new and innovative products such as short-term insurance policies while borrowing a friend’s car, offering rideshare services, or a one-time vacation rental of a home.  Meanwhile, the shifting demographics of insurance buyers towards those who grew up in the digital age further intensifies the need for enhanced customer communications capabilities.

New insurers leveraging the latest technologies challenge established providers who run legacy core systems.  Both of these providers strive to provide a digital differentiation–a customer experience that exceeds the needs of today’s policyholders and that sets them apart from competitors.

As a result, senior insurance executives state that their top priorities are to strengthen their digital and technological capabilities, followed by customer experience initiatives. Some are taking this opportunity to redesign entire processes and organization charts to more efficiently meet customer demands, while others search for technologies to improve customer engagement without a full lift and replace of core systems.

insurance customer experience chart
Support Existing Customers

A Compelling User Experience

As online retailers continue to raise the bar, insurers’ digitally savvy customers and distribution partners expect similar experiences with all of their online transactions, including the distribution and purchase of products. Again, data will underpin key features such as personalization on a mass scale. And the growing adoption of new devices such as digital voice assistants / smart speakers will continue to drive the need for device-agnostic user experiences.1

Technological Change

Digital Differentiation

Putting the customer at the center of the business is a driving success factor for any core transformation effort. With the maturation of customer portals and digital platforms, insurers can now focus on customizing the digital layer while retaining the back-end core.2

insurance customer experience chart




Eliminating friction is a key requirement for better interactions with customers. Streamlined on-boarding, fast and accurate claim processing and automated policy management drive higher customer satisfaction.

By proactively communicating with customers, and monitoring in real-time your customer engagement, Ecrion can help your organization deliver better customer experiences and differentiate itself from other providers.

Ecrion Enables Stronger Customer Connections

Insurers worldwide leverage customer correspondence software by Ecrion to enhance their customer experience, reduce operating costs, and control the inherent risks associated with high volume and on-demand document automation. Thousands of companies across a broad range of industries ensure compliance with corporate branding and regulatory standards while establishing genuine connections with their customers—one at a time.

From marketing to quote to claim to policy renewal, Ecrion’s insurance correspondence software helps accelerate your customer interactions, spend less time on manual data entry and task management, and foster stronger connections with your policyholders.

Claims Automation

Stand out at this crucial moment of truth in a customer’s experience.
Process insurance claims quickly, driving higher customer satisfaction and reducing claims costs.

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Claims Correspondence

Design and deploy personalized communications through a variety of delivery channels both automatically and manually. Enhance the claims customer experience throughout the claim process.

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Policy Correspondence

Automate policy management processes, from quote to policy creation to renewal—and the changes in between.  Tackle complex document workflows, streamline compliance and eliminate human errors

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insurance industry infobrief

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Find out how Ecrion solutions build compelling and engaging experiences, and put customers front-and-center in your communication strategy.

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For a free, no-obligation demonstration of Ecrion’s Customer Experience, Customer Communication and/or Document Automation solutions, please click below.

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You're in Good Company

Learn why some of the world’s most forward-thinking companies trust Ecrion for their customer communication and engagement needs!

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