Efficiently managing customer concerns in the insurance industry
Netigate is the effective customer experience solution for insurers. Identify the different requirements of your customer groups at an early stage and take the right measures based on data and AI-supported insights to manage customer concerns in the best possible way and increase efficiency.
87%
of consumers cite outstanding customer service as a criterion when choosing a provider.
60%
of complaints from insurers can be attributed to slow or inefficient support processes.
28%
of consumers state that they were not satisfied with the settlement of their claim.
Learn more about CX management in insurance
- Customer experience
- 5 min read
- Customer experience
- 5 min read
Increase efficiency and reduce costs with intelligent service analysis
For insurance companies, the focus is primarily on cost-benefit efficiency. High costs always arise when customer concerns or claims occur. It is therefore crucial to process customer enquiries and claims efficiently.
In many insurance companies, service data is spread across different departments. These silos prevent a holistic view of customer concerns. The key lies in bringing together all relevant service interactions to reveal causes, patterns and potential for optimisation.
- Identify churn risks early on and prevent them by using AI-powered tools to reduce the workload on service personnel.
- Understand the reasons for churn and the needs and desires of your customers in order to offer a tailored experience.
- Focus on concrete measures, such as automating standard processes and personalisation through data-driven insights.
Breaking open the ‘service black box’
A positive customer experience is the key to customer loyalty.
Comparison websites make it easier than ever for customers to switch providers. For insurers, this means finding a balance between customer expectations, efficiency requirements and technological innovation.
With Netigate, you can collect and analyse feedback throughout the customer journey and take concrete action based on real-time data.
Intelligent AI analyses allow you to identify recurring events early on, such as the onset of winter with higher claims volumes. This enables service teams to be better prepared and handle customer enquiries more efficiently.
We needed more than just a feedback tool.
When I used Netigate for the first time, I was immediately convinced. It was intuitive, secure and easy to use, so no training was necessary.
Steve Franklin
Chief Commercial Officer
New opportunities through AI, coupled with data security
Data security is essential in the sensitive insurance environment. Issues such as clear role and rights concepts and data protection agreements with internal stakeholders are crucial for building trust in new technologies and AI solutions.
Netigate processes data in accordance with the GDPR, is ISO 27001 certified and DORA compliant. Thanks to automation and Netigate’s AI ‘ASK AI’, you can analyse feedback in compliance with data protection regulations at all relevant touchpoints along the customer journey.
Track the challenges your customers face in real time and identify factors that positively or negatively impact their CX: from customer service contact to app usage to support tickets.
Understand the reasons for contact in customer support
Identify positive and negative trends in your feedback data and track them over a longer period of time. Receive summaries of data from various channels (e.g. comparison websites) and touchpoints for a holistic overview of your customer experience.
Netigate analyses the sentiment in open-ended text responses based on tone and words used, regardless of the language of the feedback provider. All data is displayed in a clear, central dashboard.
Manage customer concerns efficiently across all service channels
Whether it’s home, motor, liability or health insurance, customer enquiries and claims are the main cost drivers. The aim is to optimally manage support and service channels, streamline processes and resolve issues more quickly.
Modern support analytics make it possible to systematically gain insights from tickets, emails, calls or chats and optimise customer service in a targeted manner.
Not just another tool
Integrations for seamless data exchange.
Thanks to intelligent API interfaces, you can connect Netigate flexibly and easily to your existing systems – including CRM, ERP and HR systems, social media, review platforms and many more.
Personalised recommendations
Turn insights into action with the help of ASK AI.
- Connect insights with your key performance indicators. Compare data to uncover weaknesses and optimise the CX holistically.
- Filter by touchpoint, topic or time period. Respond to feedback in real time with automated notifications.
- Receive precise answers and recommendations for action, identify trends and highlight relevant areas.
Frequently asked questions
How does Netigate ensure security and data protection?
Netigate is committed to the highest data protection standards. The platform is ISO 27001 certified and DORA compliant, and meets European security standards, enabling us to store and process data in accordance with GDPR requirements.
Are there any restrictions on the number of users or the size of the data set?
No, Netigate is designed to grow with your business. Our platform supports an unlimited number of users, responses and projects. This allows teams to collaborate across departments and share insights. Whether you are running individual initiatives or managing projects across multiple locations, you will not be restricted by data or user limits.
Are survey templates available for common use cases?
Yes, Netigate offers ready-to-use templates for common survey use cases, such as customer satisfaction, employee engagement and more. These templates help you get started quickly with your feedback projects while following industry best practices.
Can Netigate be integrated into an existing CRM system?
Yes, Netigate can be seamlessly integrated into leading CRM and enterprise systems via API. Further information on integrations can be found here: https://www.netigate.net/integrations/
Is a multilingual setting available for surveys?
Yes, with Netigate you can create multilingual surveys with language-specific versions of questions, logic and messages. Respondents can select their preferred language using the multi-language function, making it easy for you to gain insights from a diverse, international audience.
Does the platform support real-time dashboards?
Yes, Netigate offers real-time dashboards that are updated as soon as responses are received. You can track key metrics, filter by segment and share insights with all stakeholders immediately. The dashboards are customisable and can be exported for presentations or reporting.
Make the difference with Netigate
Why you should choose Netigate for your Customer and Employee experience projects.
Netigate in action
See how Netigate can help you turn feedback into better, faster decisions. Book a demo with one of our experts today.
