There is a particular moment in a new customer’s life insurance journey when logic and emotion collide — where trust is won or lost.
The customer has taken what they believe is a responsible step – protecting their family’s future – yet this moment is also charged with vulnerability.
Onboarding is the psychological gateway into the relationship. It is the moment customers decide whether the insurer feels like a partner or merely a collector of premiums.
Unfortunately, life insurance firms are struggling to provide customers with a great first impression. If customers are unhappy with their onboarding experience, then it’s within their voices that life insurers can understand how to improve their onboarding processes.
Analyzing customer feedback at the right scale and depth can improve this state of affairs. That’s why Relative Insight demonstrated how customer intelligence platforms can revolutionize the life insurance onboarding process by analyzing 10,000+ Trustpilot reviews across 29 different life insurance firms.
Through the lens of onboarding, our analysis pinpointed the three key pain points customers cite that leads to dissatisfaction and churn. Find out what they are by downloading the ebook now.
