The Ultimate Guide to Thriving in 2025: What Insurance Customers Expect

The landscape of insurance is shifting fast. Customers today don’t expect policies that protect their assets only. They expect providers who pre-empt their needs, communicate, and make their lives easier.

But let’s be honest. Meeting these expectations isn’t easy.

• How do you balance traditional customer bases with the tech-savvy new generation??
• How do you offer personalised experiences without complicating operations??
• How do you ensure your services reach customers—both in urban and rural regions?

Here’s the good news: the answer doesn’t lie in overhauling your business. It’s in rethinking how you connect with your customers.

How Modern Insurance Providers Can Improve Customer Communication in 2025

In 2025, insurance isn’t about selling policies; it’s about delivering experiences. Imagine the difference between these two approaches:

• A generic policy renewal reminder buried in spam. OR
• An SMS reminder, personalised with the client’s name and renewal details, sent to their phone.

It’s no surprise that the second option resonates more. McKinsey’s study shows personalised communication boosts customer satisfaction by 20%. Further, it can drive up retention by 15%.

Meet Kwasi, the head of customer experience at a regional insurance provider. Like many in the industry, Kwasi’s team faced growing frustrations:

• Low engagement rates from generic communications.
• High churn among clients who missed critical updates.
• A widening gap in reaching customers in areas with poor internet connectivity.

Then came the turning point.

Read the rest of the article here.