White Paper

Earning Renewal Through Clearer Insurance Communications

A guidebook for loyalty-winning communications across channels

Based on proprietary research, this guidebook breaks down where insurance communications are connecting, where they’re not, and which insurance moments matter most for policyholders.

Complete the form to download the guidebook and turn these insights into clearer, more consistent communications across every channel.

What you’ll get from the guidebook

Insights from 1,800+ U.S. policyholders: Findings from a proprietary Harris Poll survey on where insurance communications succeed—or fall apart.
The moments that shape renewal decisions: What policyholders expect from billing, rate changes, renewals, and claims—and why clarity matters most there.
The Four Dimensions of Clarity framework: A practical model—Message, Relevance, Timing, and Consistency—for improving insurance communications across channels.

Half

of policyholders experienced a major frustration with their insurer in the last 12 months.

65%

prefer email for insurance updates, and 31% still prefer mail.

42%

say coverage or rate changes are one of the two most important moments for insurer communications.

81%

say clear, easy‑to‑understand bills are very or extremely important.

young latin woman smiling happy using her phone

Create Clarity Across the Insurance Experience

Clear insurance communications aren’t just about what you say, but whether customers know what to do next. Insurers need systems that support timely, accurate outreach and adapt to whatever moment a policyholder is in.

From everyday policy updates to critical moments like claims and renewals, CSG helps insurers deliver communications that reduce uncertainty and keep journeys moving forward.

Learn More About CSG for Insurance