CSG Customer Experience Solutions for Insurance

Deepen customer relationships across all channels

Be there for customers through their insurance journeys. Offer personalized and secure experiences everywhere from insurance shopping to claims and payment, so it’s easier than ever to do business with you.

Increase customer trust and engagement

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Build customer relationships that last a lifetime

The insurance customer journey spans decades. Create personalized customer journeys across all touchpoints, from shopping and acquisition, plan enrollment, claim submission, retention, and more.

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Make it easy for customers to manage insurance needs

Solve problems faster by automating processes like onboarding, claim progression, and so much more. Send proactive communication when action is required—or when rates may change and retain during those times with recommendations to lower costs.

A man and woman working on home improvements. The man makes a call to the bank on his cell phone while the woman holds a credit card.

Truly understand what customers and shoppers want

Don’t just collect and analyze customer data—act on it. With data insights at segment and individual levels, you can create new offers customers and shoppers want to buy, on a secure and compliant platform.

Start improving insurance customer journeys today

Don’t have the time to map out every customer journey from scratch? The CSG Xponent Ignite journey library comes with dozens of templates designed with best practices in mind, so you can roll out proven journeys from Day 1. Pre-built journeys for acquisition, enrollment, onboarding, Mobile app from download thru activation and engagement, claim resolutions and more make it easy to get started and scale quickly. Where you take them next, is up to you.

Start the journey
Start improving insurance customer journeys today
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Improve Premium Collection

A top 5 American diversified financial services company achieved a 25% reduction in fraud cases and a 46% reduction in cost-per-call using real-time,wo-way interactive fraud alerts.

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Increase Customer Satisfaction

A leading Global diversified financial services company achieved a 95% customer satisfaction rating leveraging proactive and intelligent omnichannel communications.

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Boost Self-Service Experience for Employees and Customers

Using CSG Xponent, a North American diversified financial services company was able to optimize customer friction points when using a new investment application. As a result, 65% of consumers sought help on the website before abandoning usage of the application.

Spend minutes, not hours, on customer engagement

Create and automate journeys for any line of business to get the right message to the right customer at the right time.

Learn more
  • Create your own customer journeys or draw from a pre-built library of insurance customer journeys (policy activation, claims journey, etc.)
  • Identify friction points like for abandonment and needed additional information with visual journey flows
  • Correlate key journey behaviors to critical KPIs like NPS and premium collection
  • Ingest and orchestrate data from any source, and integrate with engagement channels like email, text, call center systems, and more
  • Build more complex journeys as your maturity increases with CSG’s expert team

Move customer journey from hours to moments that matter to them and you

Track real-time online interactions anywhere with Xponent Customer Data Platform. Upload your own data (ad hoc research,ext analytics)o uncover insights unique to your company.

Learn more
  • Create your own customer journeys or draw from a pre-built library of insurance customer journeys (form completion, onboarding, claims, etc.)
  • Identify friction points like for application abandonment and needed additional information with visual journey flows
  • Correlate key journey behaviors to critical KPIs like NPS and premium collection
  • Ingest and orchestrate data from any source, and integrate with engagement channels like email, text, contact center systems, and more
  • Build more complex journeys as your maturity increases with CSG’s expert assistance team

Integrate systems and channels to deliver secure and personalized communications

Help customers move through their journeys with real-time experiences. Connect on customers’ preferred channel to drive action, while also equipping your employees with tools and information to make their jobs easier.

Explore digital channels
  • Connect all communications channels to a single decisioning interface, and reach clients over SMS, MMS, chat, mobile app, voice and more
  • Answer client questions faster with automated channels like conversational AI
  • Proactively engage customers to reduce call volumes at peak times with inbound and outbound voice capabilities, driving greater success connectivity with the customer
  • Deliver compliant, consistent and secure communications that build trust with your customers
  • Find the right mix of print and digital to improve engagement, driving clients adoption to digital channels for easy, and the confidence for human interaction when critical to them

Engage with customers at every stage

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Customer acquisition

Target and retarget site visitors with relevant content based on their browsing behaviors to increase sign-ups.

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Customer onboarding

Make sign-ups seamless with onboarding message sequences, and adjust future communications based on engagement channel and journey progress.

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Fraud alerts

Help clients keep their accounts safe with real-time fraud alerts, and reduce response times from minutes to seconds.

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Premium changes and claims engagement

Leverage your mobile app and other digital options, reducing the manual effort of sending notifications with automatic messages, and trigger follow-up messages on digital channels if needed action is not taken.

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Customer service

Use conversational AI to answer routine questions across digital capabilities like Mobile App, so agents can focus on complex issues. Handle hundreds of thousands of calls per hour with a scalable IVR covering tasks like payment date changes, and other routine issues.

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Customer retention

Analyze client behavior and past experiences like claims, across their entire journey to-date. Proactively make retention decisions developing offers and education reducing retention risks.

Proven track record

Leader, Forrester WaveTM: Journey Orchestration Platforms, Q2 2020, Q2 2022
Spark Matrix™ Leader
Spark Matrix™ Leader

Related Resources

Ready to Start Accelerating Your Business Results?

Connect with CSG to learn how to turn CX into your competitive advantage. Not sure where to get started? Our team of experts will help you build a business case based on your customer experience maturity today and show you how to launch quickly.