Customer Experience & Service Excellence in Insurance

Course Overview

Learning Objectives

• Analyze the moments of truth that shape customer perceptions across the insurance lifecycle.
• Assess the current customer experience maturity of an insurance organization and identify capability gaps.
• Map end-to-end customer journeys for sales, onboarding, policy servicing, renewals and claims.
• Identify pain points, unnecessary customer effort, handoffs and delays that weaken service quality.
• Design claims communication practices that set clear expectations and build customer trust.
• Apply structured complaints handling, escalation and root cause analysis to reduce recurring failures.
• Evaluate service practices against conduct, fair treatment and consumer protection expectations.
• Develop a customer experience measurement framework using NPS, CSAT, CES and operational indicators.
• Interpret customer feedback and complaint data to prioritize service improvements.
• Strengthen frontline capability, service culture and leadership behaviours that support service excellence.
• Evaluate the role of digital, self-service and omnichannel service in the insurance customer experience.
• Develop a practical customer experience improvement roadmap with clear ownership and measures.

Who Should Attend

Learning Outcomes

• By the end of the course, participants will be able to:
• Explain how customer experience drives retention, renewal, reputation and profitability in insurance.
• Identify the critical moments of truth in sales, onboarding, servicing, renewal and claims.
• Map an insurance customer journey and pinpoint pain points, delays and unnecessary effort.
• Prioritize journey improvements according to customer impact, risk and feasibility.
• Communicate claims decisions clearly, including declined, delayed and disputed claims.
• Manage complaints through a structured process of acknowledgement, investigation, resolution and escalation.
• Use root cause analysis to turn complaints into service and process improvements.
• Apply fair treatment and conduct principles in day-to-day customer interactions.
• Select and interpret appropriate customer experience measures, including NPS, CSAT and CES.
• Build a customer experience dashboard that links customer and operational indicators.
• Coach and support frontline teams to deliver consistent, empathetic service across channels.
• Prepare a customer experience roadmap with priorities, owners, milestones and success measures.

Course Outline