Insurance customer journey

Insurers have always aspired to be part of their customers’ daily lives, not just an annual renewal reminder in their calendar or frantic phone call during an emergency claim. Technology is finally available to help transform and reimagine how they engage with policyholders. Yet customer experience is only the beginning, to truly achieve client-centricity for better connections and retention, a comprehensive digital transformation is required for people and processes.


Improve customer satisfaction


of insurance companies cite improved customer satisfaction as primary driver to plan and implement AI.

Boost trust


of customers trust their own insurer. See how to exceed customer expectations for a better customer relationship.

Increase customer retention


of customers think their insurer can be counted on to provide good service. Improve customer loyalty across all touchpoints.

Insurance customer experience case studies

AI-powered virtual assistant

Allianz Taiwan Life Insurance Co. Ltd.’s virtual assistant, Allie, connects with customers in a very human way.

Enhancing customer satisfaction

AvivaSa lets digital transformation dictate operating costs and time to improve sales mobility and customer loyalty.

Driving eye-popping results

PBM Personal Business Machine AG boosts customer response rates by up to 60% with help from IBM technologies.


Why aren’t Millennials buying life insurance?

Confusing and complicated policies stymie young consumers.

Claims processing with AI

When customers’ lives are uprooted after natural disasters, they need consistency.

Improve customer experience

Experience smarter moments that earn loyalty and trust.

Explore the solutions to help transform your insurance business through exceptional insurance customer experiences. Speak with an IBM representative.