What if insurers started with customer experience first, instead of price and coverage?

1. Customer Experience
in Insurance
QUICK QUOTE

2. Most insurers have a mismatch
between the customer value
described in their mission
statements…

3. …and the way they design their
products.

4. Why?

5. The customer benefit that most
insurers claim to sell is about
feelings.

6. Safety
Security
Being taken care of

7. But product development tends to
focus on coverage and price.
Most insurers design
a coverage and price first…

8. …and then worry about
the experience of buying,
paying, getting service,
and making a claim.

9. What if we reversed that?
What if we focused on
customer experience first?

10. That’s what these guys do.

11. Customer experience
is not an add-on.

12. Customer experience
is the product.

13. www.novarica.com

14. To learn more about how Novarica helps insurers understand
changes in technology-led customer expectations,
see: www.novarica.com/advisory-services/