Insurance Customer Experience

Insurance companies worldwide understand the value of connecting with their consumers, making customer experience (CX) a priority in their communications strategies. While every insurer offers an array of products and services, each of our 30 insurance clients rely on Sitel Group® to provide best-in-class, omnichannel touchpoints with their consumers. 

We deliver leading CX solutions to global insurance clients that offer their consumers an array of products including life, property and casualty, long-term care, retirement planning, investments, roadside assistance and warranty. Whether its excellent voice interaction or connecting on leading digital platforms, keeping the consumer first and delivering superior, proactive CX to the insured is a top priority to provide the peace of mind they deserve.

Customer Experience Services for Insurance Brands

Customer Service
BEST-IN-CLASS EXPERIENCES
BEST-IN-CLASS EXPERIENCES
Customer Service
Whatever the channel and whatever the issue, give your consumers an experience they’ll remember for the right reasons — a positive emotional connection combined with a rapid resolution.
Back Office Support
CREATING EFFICIENCIES
CREATING EFFICIENCIES
Back Office Support
A customized approach to back office services that are an extension of your brand.
Payment and Billing
SECURE SOLUTIONS
SECURE SOLUTIONS
Payment and Billing
Secure your brand reputation along with your consumers’ credit card data with security and fraud detection solutions.
Analytics
DATA-DRIVEN APPROACHES
DATA-DRIVEN APPROACHES
Analytics
Capture your CX and expectations in each interaction.
Chatbots
AUTOMATED SUPPORT
AUTOMATED SUPPORT
Chatbots
Give your consumers access to fast, friendly service 24/7.
Process Automation
OPERATIONAL EXCELLENCE
OPERATIONAL EXCELLENCE
Process Automation
Fuel operational excellence with artificial intelligence.
BEST-IN-CLASS EXPERIENCES
Customer Service
Whatever the channel and whatever the issue, give your consumers an experience they’ll remember for the right reasons — a positive emotional connection combined with a rapid resolution.
CREATING EFFICIENCIES
Back Office Support
A customized approach to back office services that are an extension of your brand.
SECURE SOLUTIONS
Payment and Billing
Secure your brand reputation along with your consumers’ credit card data with security and fraud detection solutions.
DATA-DRIVEN APPROACHES
Analytics
Capture your CX and expectations in each interaction.
AUTOMATED SUPPORT
Chatbots
Give your consumers access to fast, friendly service 24/7.
OPERATIONAL EXCELLENCE
Process Automation
Fuel operational excellence with artificial intelligence.

Your Challenge

The average policyholder has an average of two touchpoints per year with their insurance company — not nearly enough to create any sort of long-lasting relationship. The dynamic between you and your consumers needs to be substantial, where you offer more relevant and useful content to policyholders when and where they want it.

This includes communicating with consumers on their channel of choice, whether it’s via an interactive app downloaded on their smartphone or using a chatbot on your website. This seamless flow of information needs to be delivered quickly and efficiently, tailored to each consumer’s lifestyle, such as offering pregnancy and baby advice to expectant mothers or ways to promote healthy retirements for older generations. Consumers are seeking this valuable content and will appreciate your attention to service, creating a long-lasting relationship with your brand.

How We Can Help

Your Challenge

When a consumer seeks an insurance product, they oftentimes want more than peace of mind to know that they can call upon you to protect them if the need arises. In fact, 74% of policyholders indicate they’re interested in receiving targeted communications from their insurance companies.

But how do you know who wants what information? This is where the power of data analytics comes into play. You need to leverage every interaction you have with your consumers, whether it’s via voice, text or email, to create a comprehensive profile of what interests them and would make their lives easier and more fulfilled.

Once mined, the data reveals valuable insights on each policyholder and you can then create powerful content marketing campaigns customized for each consumer to engage on a personal level for an elevated CX.

How We Can Help

  • Unlocking valuable consumer insights from your data sources with powerful CX analytics
  • Interaction analytics captures 100% of your consumer contacts to craft customized solutions
  • Assist consumers in real time and offer customized solutions immediately with Real-Time Agent Assistant solutions

Your Challenge

Many believe that the most important driver for insurance products is price, but that’s not always the case. The speed at which insurers can pay out claims or process new policies has become an important decision criterion as consumers consider insurance products. Luckily, automation can help you speed up the process.

You need to engage intelligent automation solutions to accelerate business performance, empowering your team to have the right answers ready for consumers across channels with seamless communication at every touchpoint.

How We Can Help

Your Challenge

An insurance provider with a robust team will be best equipped to provide optimal solutions and services to consumers. A keen focus on technology skills is key to successfully blending innovative technology with human support. This includes a proficiency in AI and automation, cloud engineering, data science and analytics, and cybersecurity.

Leveraging blended learning capabilities that integrate leading-edge learning technology and digital learning with live instructor-led classroom activities accessible through any device, anytime and anywhere, will equip your insurance team to provide an exceptional CX and become proficient at creating strong cybersecurity within your organization.

How We Can Help

Your Partner for Best-in-Class Customer Experience in Insurance

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Associates Globally

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Countries

50+

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