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Customer Service Solutions for Insurance



Insurance

Achieve top-line and bottom-line business goals

Stand out from the crowd with improved customer service

Challenges and Solutions

In today’s highly regulated insurance market, very little differentiates one insurance carrier from another. It has also never been easier for customers to research, compare and switch insurance providers. As a result, insurance companies, now more than ever, understand the importance of customer service and customer experience. The KANA customer service solutions for the insurance industry allow our customers to reduce their combined ratio and achieve top-line and bottom-line business goals.

Improve your combined ratio

Customer experience improvement positively impacts the insurance combined ratio. Reduce costs through service optimization and increase premiums through increased loyalty and upsell.

Embrace Web, mobile and social

Web, mobile and social channels have created a shift in customer expectations across all industries, including insurance. Provide omnichannel customer service to address these expectations.

Wrap and renew legacy systems

Many insurance IT ecosystems are an environment of rigid, legacy, disconnected systems where customer data resides across multiple systems. Don’t rip and replace; just wrap and renew.

Achieve customer service differentiators

Speed, simplicity, convenience and consistency are the new customer experience differentiators that have elevated importance to your brand. Make sure you address each of these.

Increase customer acquisition and loyalty

Acquiring a new customer costs carriers five to ten times more than retaining an existing one. It takes two to five years to recoup resources spent on getting a customer onboard. Provide the exceptional service to keep customers loyal.

Optimize processes

Customer service processes are now multichannel, requiring integration of many data sources and views of all supporting documentation and multimedia assets. Empower agents to handle customer contacts, wherever then originate.

See how KANA enables insurance organizations to balance cost reduction and revenue growth with heightened customer needs and expectations.

Customer Success

Australia Direct Insurance

Australia Direct Insurance

Read the case study »
Since working with KANA, we have been able to provide a unified approach to customer experience across a number of different channels. David Jones, Senior Manager Digital Presence and Capability

Industry Verticals

P&C Insurance

P&C insurers are focused on driving down operations and IT costs while simultaneously growing revenue through a greater focus on customer acquisition and retention. P&C insurers are challenged to respond to customer demand for Web, mobile and social engagement.

Life Insurance

Digitalization and the explosion in customer channels are top business priorities among global life insurers. Insurers are focused on back-office process optimization and legacy modernization.

Health Insurance

In the US, with the new Quality Rating System, it will soon be easier for customers to research, compare and switch insurance providers. Customer advocacy is of critical importance. Insurance companies, now more than ever, understand the importance of customer service and customer experience.