US insurance CX is broken. Here's the proof and the fix.
Most insurers are reacting to lapse, claims, and compliance failures after the fact. The market leaders, however, are preventing them. Find out what separates the two.
The stakes are higher than most carriers realize
US insurance is under pressure from every direction — tightening regulation, catastrophe-driven claim surges, and policyholders who expect more than most carriers deliver.
The gap shows up in loss ratios, lapse rates, and NPS. This article draws on Everest Group and ISG research to show where the value is leaking and what it takes to stop it.
What you'll take away
The claims moment is your most consequential CX interaction
FNOL is where institutional loyalty is won or lost, yet most US carriers still handle it reactively. Learn what proactive, signal-driven claims intake actually looks like in practice.
Lapse prevention is a higher-ROI investment than you think
By the time a policyholder misses a payment, recovery odds have already dropped sharply. Payment pattern signals are identifiable weeks earlier and the results are measurable.
Predictive CX now has a board-level business case
From CFOs seeking outcome-based pricing models to Chief Claims Officers driving loss ratio improvement, see how the argument maps to each stakeholder.
From loss ratios to loyalty
The institutions that will lead the next decade are investing now in what happens before something goes wrong.
