Customer experience

The combination of an AI tool with a human makes it easier to obtain accurate quotes, identify coverage gaps and share documentation between parties.

Can an insurer explain its decisions and demonstrate that AI is being used fairly and responsibly?

Audit your KPIs, align around outcomes and measure incrementality across the conversion stages.

Just over 44% of consumers report a positive experience with voice AI assistants, according to Sonant's latest report.

Customer satisfaction with insurer websites and apps dropped in 2026, according to JD Power research.

Reputation events are currently managed reactively by communications teams reporting using tools built for brand storytelling.

Travel insurance customers have long complained online about gotcha clauses and foot-dragging on claims.

Bridging the gap between knowledge and core systems is the key to an improved user experience.

Carriers gain ground when treating personalization as a structural shift instead of a simple feature enhancement.