4 min read
Customer Journey Mapping: Meeting Insurance Customers Where They Are
Insurers are under increased pressure to improve their profitability, and digitalization provides a clear way forward.
As part of a heavily regulated field, insurance companies are limited in options when it comes to increasing profit margins outside of investment revenue. In this article, we’ll explore those limitations and discuss how re-configuring your operations around payments can help you lower your combined ratio.
Insurance is a low margin game. Between customer churn, claim payouts, and massive operational overhead, the amount of money going out is barely less (and in some cases, more) than what is coming in. While the equation has many nuanced complexities – risk assessment, smarter underwriting, operational efficiencies, investment strategies, and more – much of the business challenge can be reduced to two simple questions: (1) How do I get more (of the right) people to buy my product? And, (2) how do I get fewer customers to churn?