Unlike banking or retail, most policyholders only contact their insurer once or twice a year. That single claim or renewal conversation carries enormous weight: get it wrong and you lose trust for good; get it right and you create advocates. Yet too many carriers still deliver fragmented, channel-hopping experiences that leave customers frustrated. Research shows six out of ten customers already switch channels before purchase, and over 30% remain dissatisfied with available digital options (Deloitte, 2025).
Digital speed without the human soul doesn’t work
Carriers have invested heavily in chatbots, apps, and self-service portals, and adoption is high. Over 70% of interactions now happen digitally. The surprise? Satisfaction is dropping.
Customers love speed for simple tasks but feel abandoned when complexity or emotion enters the equation. A totaled car, a denied claim, a health scare, these aren’t transactions. They’re life moments that demand both efficiency and genuine understanding.
The three forces reshaping insurance CX
Forward-thinking insurers are responding with a powerful trifecta:
- Seamless omnichannel orchestration so customers never repeat themselves, regardless of channel
- Generative AI and analytics that accelerate claims, detect fraud, and predict needs
- Human agents augmented (not replaced) by technology, freeing them to solve complex cases with empathy and expertise
When executed together, the results are dramatic: faster resolutions, lower costs, higher NPS, and, crucially, customers who renew and refer.
Proof from the front lines: Aksigorta’s transformation
Turkish insurer Aksigorta faced exactly these challenges. Rising expectations, digital transformation pressure, mounting complaints, and cost constraints threatened their market leadership.
Partnering with TP, they implemented an omnichannel platform, deployed AI assistant ADA, created dedicated “customer-first” complaint teams, and embraced data-driven continuous improvement. The outcomes speak for themselves:
- Net promoter score (NPS) up 72 points
- Complaint resolution 6x faster
- Legal penalties down 40x
- CX management costs reduced 30%
- Multiple national CX awards for nine consecutive years
Aksigorta didn’t just improve metrics, they redefined what policyholders believe an insurer can be.
How TP delivers competitive advantage for insurers worldwide
TP brings more than technology, we bring proven methodology that balances innovation with humanity at scale. Our solutions include:
- True omnichannel platforms that unify every voice, chat, email, and social interaction
- AI and automation that handle routine inquiries instantly while routing complex cases to the best-equipped agent
- Real-time sentiment and intent analysis so agents enter every conversation fully prepared
- Workforce optimization that keeps empathy high even during peak seasons
- Advanced analytics that turn every interaction into actionable insight
The carriers we partner with consistently achieve double-digit NPS gains, significant operational savings, and—most importantly—customers who feel genuinely cared for when it matters most.
Make every rare moment count
The insurance customer of 2026 will not tolerate friction or indifference. They will reward carriers who prove that technology can amplify, rather than replace, human care.
Download the TrendzOwl executive brief “Insurance trendz to watch in 2026 & beyond: Seeking competitive advantage through human empathy” and learn the unique challenges insurers face from Europe, the United States, and Latin America to Africa, the Middle East, and Asia Pacific. See exactly how leading insurers are winning loyalty one perfectly executed interaction at a time.
References
Deloitte. (2025). 2025 global insurance outlook.
TrendzOwl & TP. (2025). Insurance trendz to watch in 2026 & beyond: Seeking competitive advantage through human empathy.
Aksigorta & TP. (2025). Elevating experiences with innovation and empathy: Aksigorta case study.
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