Insurers are tasked with the challenge of engaging effectively with customers as they journey through the policy lifecycle, from quote through purchase, claims, and renewal. However, it is not always easy to identify what causes customer engagement bottlenecks at each stage, given the complexity of each stage. Find out the seven performance indicators that can often signal if an insurer’s customer engagement and communication strategy is working.

A poorly performing indicator might signal the need to adopt innovative engagement technologies, processes, or some combination thereof to improve the customer experience.