AI a top priority for improving insurance customer experience

The Censuswide survey polled over 1,050 UK-based respondents and found that 85% believe that insurance businesses need to consider AI to improve their overall customer experience.

AI has quickly become the technology of choice for insurers looking to improve their customer experience. Conversational AI, for example, can enhance the customer journey, improve engagement and accelerate claims processing.

The survey also found that respondents believe that insurers can improve their customer experience by adopting a customer-centric model and demonstrating the value of customer-shared data.

“Delivering a superior customer experience isn’t simply developing a mobile app or increasing call centre staff,” said Piotr Piekos, insurance practice lead at Future Processing. “It requires significant investment, constant improvement, and regular collaboration across customer channels and business functions, from claims handling to underwriting. But, by offering a more agile service, insurance companies can better address the various needs of customers – whether that’s AI-powered claims handling, tailored policies, or a streamlined journey – and, ultimately, boost their profits.”

The survey findings come when the insurance industry faces increasing competition from new entrants and the need to adapt to changing customer expectations. By investing in AI and other technologies, insurers can improve their customer experience and remain competitive in the future.