April 2, 2024

How to Build Customer Loyalty in the Insurance Industry

Customer loyalty in insurance industry

Welcome to our latest blog post on customer loyalty in the insurance industry. In today's competitive market, insurance companies are constantly seeking ways to increase customer loyalty and stand out from the crowd. But what does it take to keep customers coming back for

The answer lies in creating a seamless, personalised customer journey, leveraging data analytics and digital channels that prevent churn and increase customer lifetime value.

In this article, I’ll dive into everything you need to know about the world of customer loyalty in insurance. Together, we’ll explore strategies and technologies that build lasting relationships with customers.





Key Takeaways

  • To build customer loyalty in the insurance industry, companies must prioritise fair pricing, accessibility, trust, and personalised experiences powered by technology and data-driven insights.

  • Insurers should actively seek customer feedback, monitor market trends, and continuously enhance their product offerings to deliver top-notch product and service quality.

  • Developing a robust online presence, offering multiple communication channels, and ensuring inclusivity and accessibility are crucial for building customer loyalty.

  • Insurers must empower employees with the skills and tools to resolve issues efficiently and empathetically, consistently treating every customer with dedication and care.

  • Customer journey mapping helps identify pain points and opportunities to exceed expectations, optimise the customer experience, and build lasting loyalty.


Key Drivers of Customer Loyalty in the Insurance Industry

What really drives customer loyalty in the insurance world? Without a doubt it's not just offering the cheapest prices or the flashiest perks. To truly win the loyalty game, insurers need to focus  key critical areas.

Prioritising these factors, insurers create strong bonds with their customers that go beyond the basics. It’s not too much of a stretch to say that they make or break successful customer loyalty in the insurance industry. 

Pricing is key

Pricing is not the be-all and end-all of customer loyalty, but it plays a big role in how customers perceive the value of your products and services. Insurers need to make sure their pricing strategies align with the value they're offering.


Suggested actions

  • Offer transparent and clear communication about pricing and coverage.

  • Design well-structured and fairly priced insurance products.

  • Provide consistently excellent service throughout the customer journey.

Adhering to these basic principles will build trust in your customers. In some cases, it could even justify premium prices for advanced services and coverage. 



Product and service quality

If you want to build customer loyalty in the insurance industry, delivering top-notch product and service quality is where to start. Customers crave reliable, comprehensive coverage that gives them peace of mind and fits their unique needs. To stay ahead of the game, insurers need to keep their finger on the pulse. 

Suggested actions

  • Actively seek and act upon customer feedback. Implement a system for regularly collecting and analysing customer feedback to identify areas for improvement.

  • Monitor market trends and emerging risks. Use these insights to continuously enhance their product offerings.

  • Implement prompt, efficient, and fair claims handling processes.

The secret to building an excellent reputation and long term loyalty is a culture of continuous improvement and empowering customer experiences.


Value added benefits from customer loyalty and reward programmes

As the insurance industry becomes increasingly competitive, reward programmes provide a competitive edge for insurers. These incentives, which take many forms, encourage customers to engage more frequently with their insurance provider. Customers are more likely to spend more or opt for higher premiums if your reward programmes are well-designed and engaging.

Insurers accomplish two goals with the help of reward programmes: first, they strengthen customer relationships and thereby loyalty through tangible and personalised rewards, and second, they encourage risk-averse habits. This works by rewarding behaviours like responsible driving through telematics, healthy living (see Vitality rewards on activity trackers), and other risk prevention measures to help reduce claims.

For more information on insurance customer loyalty and reward programmes, visit:
Your Ultimate Guide to Insurance Loyalty Programmes





Accessibility is a critical factor in building customer loyalty in the insurance industry. Customers expect seamless, omnichannel access to information, support, and services, at any time and from any device. 

Suggested actions

  • Develop a robust, user-friendly online presence.

  • Offer multiple communication channels (e.g., phone, email, chat, social media).

  • Ensure products and services are inclusive and accessible to all customers. Conduct user testing with diverse customer groups to ensure digital platforms are intuitive and easy to navigate.

Trust and reliability

Trust and reliability form the foundation of customer loyalty in the insurance sector. Customers need to have confidence that their insurer will be there for them when they need it most, whether it's processing a claim quickly and fairly or providing guidance during a stressful situation.

Imagine being a customer who needs to file a claim. You're stressed out, and the last thing you want is to jump through hoops. You don’t want to add “fighting with my insurance company” to their list of worries. That's where you could shine.

The most effective way of building trust is to combine and coalesce everything I’ve discussed about the quality of product and service (as well as accessibility) into a single standard of how you operate. 

Suggested actions

  • Be transparent about coverage, exclusions, and the claims process. Develop clear, concise, and jargon-free communication materials for all customer touchpoints.

  • Provide clear, timely communication during claims handling. 

  • Empower employees to resolve issues efficiently and empathetically. Train employees in empathy, active listening, and problem-solving skills to handle customer issues effectively.

Consistently treat every customer with the same dedication and care, focus on being dependable, there for your customers when they need you most. And they will reward you with lifelong loyalty. 



Personalised experiences 

Personalised customer experiences and journeys are becoming increasingly crucial in the insurance industry as a key driver for securing customer loyalty. By leveraging data-driven insights and advanced technologies, insurers can tailor their offerings, communications, and interactions to meet the unique needs and preferences of individual customers.

This personalised approach not only enhances customer satisfaction but also demonstrates the insurer's commitment to understanding and addressing each policyholder's specific requirements. When customers feel valued and receive customised solutions, they are more likely to develop a strong emotional connection with their insurance provider, leading to increased trust, loyalty, and long-term retention.

Suggested actions

  • Creating customised policies that fit individual lifestyles and needs. Use customer data to create targeted, relevant product recommendations and communication.

  • As mentioned above, implementing rewards programmes that incentivise safe behaviour. 

  • Offering risk management advice, educational content, or wellness programmes. Develop a content library of helpful articles, videos, and tools to empower customers in managing their risks.

Showing customers that you see them as individuals, not just policy numbers exceeds their expectations. It’s a statement that you’re not just an insurer – you're a partner in their journey.




The impact of technology on customer loyalty cannot be overlooked. That may sound a little biassed coming from me. But today's customers do expect seamless interactions with their insurers across multiple channels. 

Prioritising digital channels and omnichannel engagement is one of the most effective ways of evolving customer expectations.

Suggested actions

  • Develop user-friendly mobile apps and online portals.

  • Implement chatbots and AI-powered customer support.

  • Integrate systems for a seamless omnichannel experience. Invest in robust data security measures to protect customer information and build trust.

Create a seamless, convenient and hassle-free experience across all touchpoints. This makes it easier for customers to engage with you. 



Data driven insights

Data and analytics play a critical role in building customer loyalty in the insurance industry. Insurers gain valuable insights into customer preferences, behaviour, and needs from the data they collect. 

This information can be used to anticipate customer requirements, personalise experiences, and demonstrate a commitment to their well-being. 

Suggested actions

  • Tailor product offerings to individual customer needs.

  • Develop targeted communication strategies that resonate with each customer. Analyse customer behaviour and preferences to design rewards that resonate with each segment.

  • Identify opportunities for cross-selling and upselling. Develop predictive models to anticipate customer needs and proactively offer solutions.

The result? A deeper connection and loyalty that goes beyond the surface. When customers feel understood and valued, they're more likely to stick around.


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Challenges Restricting Customer Loyalty in the Insurance Industry


The insurance industry is no stranger to challenges when it comes to building and maintaining customer loyalty. From rising customer acquisition costs to complex policies and claims processes, insurers have their work cut out for them. 

Understanding and addressing these challenges is crucial for developing long-term customer relationships and driving business growth.

Spiralling acquisition costs  

Insurers continue to battle with customer acquisition and retention as the market becomes more saturated and customer behaviour evolves.

The UK insurance industry has the second-lowest customer retention rates, with around 40% of customers switching their home or car insurance. 

Given the high cost of acquiring new customers, retention is a real concern for UK insurers. During discovery calls I’ve learned that so many insurance businesses still invest more in trying to attract new customers than retaining existing ones.

Meanwhile, acquiring a new customer is about nine times more expensive than keeping an existing one.



Commoditisation and price sensitivity

Another primary challenge is the commoditisation of insurance products and the resulting price sensitivity among customers. Insurance is often seen as a necessary purchase rather than a desired one, leading many consumers to prioritise cost over other factors when choosing a provider. 

This price-focused mentality can make it tough for insurers to differentiate themselves and build loyalty based on factors beyond price alone.


Complexity of policies and claims processes

Compounding the price sensitivity issue is the inherent complexity of insurance policies and claims processes. The intricacies of coverage, exclusions, and the claims experience can be confusing and frustrating for customers, particularly during stressful situations when they need to rely on their insurance. 

A lack of clarity and a cumbersome claims process erodes trust and loyalty, leaving customers feeling unsupported or misled.



Evolving customer expectations

Customer expectations and preferences are continually evolving. As we’ve discussed already, today's insurance customers expect seamless, personalised, and digital-first interactions across all touchpoints. 

The current situation has also made insurance customers volatile. 57% of survey participants said they would switch insurers for a better online experience. Brand loyalty has changed a lot because customers want more and the market is getting more competitive.

Still, there's hope to be had for insurers. With modern technological advancements, insurers can interact meaningfully with customers, mine their data for insights, and use those insights to tailor services and personalise the customer journey to keep them satisfied.

For more on challenges and trends in insurance, see my take on: 8 insurance trends



Legacy systems and silos

However, many insurance companies are hindered by legacy systems and organisational silos that impede their ability to deliver a cohesive and satisfying customer experience. 

  • Disparate data sources

  • Outdated technologies

  • A lack of cross-functional collaboration

Results in disjointed customer journeys and missed opportunities to build loyalty. Breaking down silos alongside leveraging data analytics provide a more comprehensive view of the customer journey, enabling targeted and personalised engagement. 



Brief, transactional interactions

Customers usually have brief, transactional interactions with insurance carriers, which can lead them to shop around for better deals instead of renewing. 

Steep discounts for new customers and gradual price increases for loyal ones create an environment where regular customers are penalised for their loyalty. This is a huge no-no in the world of loyalty. 

In the UK, millions of home and auto policyholders are overcharged for sticking with the same insurer. In 2018, about six million loyal customers could have saved over £1.2 billion if they had paid the market rate for their risk level.

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The Importance of Customer Journey Mapping for Insurers in Building Loyalty

Customer journey mapping is a strategic framework that helps insurers visualise the entire customer lifecycle, from initial awareness to ongoing retention. By mapping out key stages and touchpoints, insurers can identify opportunities to improve the customer experience and build loyalty.

Insurance Customer Journey Mapping 2

Insurance Customer Journey Mapping 1


The main goals of customer journey mapping are to identify pain points that hinder satisfaction and proactively exceed customer expectations. 

Implementing everything I’ve discussed so far – insurers aligning internal processes with customer needs, breaking down silos, and investing in technology solutions –  optimises the customer journey. 

That’s exactly why customer journey mapping should be an ongoing process of continually reassessing strategies, gathering feedback, and adapting to changing expectations.


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How to Build Customer Loyalty in Insurance

To build customer loyalty, you should adopt a holistic, customer-centric approach that spans your organisation and customer journey. 

Focusing on the key strategies I’ve touched upon above e.g., leveraging emerging technologies, creates lasting relationships with customers, drives retention, encourages advocacy, and generates long-term profitability. 

I’ve arranged the strategies into steps in the table below to keep them actionable and digestible.



Step 1:

Create a Customer-Centric Culture

  • Embed a customer-first mindset across the organisation
  • Align processes, metrics, and incentives around customer satisfaction
  • Empower employees to deliver exceptional customer service

Step 2:

Optimise Interaction Points

  • Streamline processes and provide clear communication
  • Empower employees to deliver frictionless experiences
  • Continuously assess and improve touch points based on customer feedback

Step 3:

Implement Digital Ecosystems

  • Develop mobile apps, online portals, and chatbots
  • Integrate systems for a seamless omnichannel experience
  • Ensure accessibility and inclusivity for all customers

Step 4:

Deliver Personalised Customer Experience

  • Utilise data and analytics to understand individual needs
  • Tailor product offerings and communications
  • Proactively anticipate and address customer requirements

Step 5:

Develop Loyalty & Reward Programmes

  • Design relevant, personalised rewards based on customer preferences
  • Incentivise repeat business and strengthen relationships
  • Offer exclusive benefits and experiences

Step 6:

Provide Value-Added Services

  • Offer risk management advice and educational content
  • Implement wellness programs and partnerships
  • Become a trusted advisor and partner in customers' lives

Step 7:

Implement Proactive Retention Strategies

  • Monitor engagement indicators and intervene early
  • Develop customer recovery programs for lapsed policies
  • Proactively communicate and offer incentives to at-risk customers

Step 8:

Continuously Improve and Measure

  •  Regularly gather customer feedback and track KPIs
  • Conduct journey analytics to identify improvement areas
  • Adapt strategies based on data-driven insights

Building customer loyalty in the insurance industry requires a multi-faceted, customer-centric approach that leverages data-driven insights and continuous improvement. 

Fair pricing, product and service quality, accessibility, trust, personalisation, and value-added services, you can create meaningful connections with customers that go beyond transactional interactions.

The customer journey map and the 8 step process are components from our 'Retention Action Plan for Insurers'. Download for ideas on how to build customer loyalty and retain your customers.

Insurance Retention Action Plan




Q: How can insurance companies increase customer loyalty? 

Insurance companies can increase customer loyalty by focusing on fair pricing, providing excellent customer service, personalising experiences, offering value-added services, and leveraging technology to create seamless, convenient interactions across all touchpoints. 


Q: What role does customer experience play in building loyalty in the insurance industry? 

Customer experience plays a vital role in building loyalty in the insurance industry. By delivering seamless, personalised, and hassle-free experiences across all channels, insurers can differentiate themselves and create meaningful connections with customers. 


Q: How can data analytics help insurance companies improve customer retention? 

Data analytics can help insurance companies improve customer retention by providing valuable insights into customer behaviour, preferences, and needs. Insurers can tailor their products, services, and communications to better resonate with individual customers.


Q: What are some effective strategies for reducing churn rates in the insurance industry? 

Effective strategies for reducing churn rates in the insurance industry include proactively monitoring customer engagement, implementing targeted retention campaigns, simplifying complex processes, and offering personalised incentives to at-risk customers. 


Q: How can insurance companies leverage digital channels to enhance customer engagement? 

Insurance companies can leverage digital channels to enhance customer engagement by developing user-friendly mobile apps, online portals, and chatbots that provide 24/7 access to information and support. Integrating a seamless omnichannel experience makes interacting with your company easier for customers.


Q: What impact can personalisation have on customer loyalty in the insurance industry? 

Personalisation can have a significant impact on customer loyalty in the insurance industry. Personalised experiences, such as customised policy recommendations and targeted rewards foster a stronger sense of connection and loyalty.


Q: What role do loyalty programmes play in the insurance industry? 

Loyalty programmes play a crucial role in the insurance industry by incentivising repeat business, encouraging customer engagement, and strengthening relationships. Relevant, personalised rewards based on customer preferences and behaviour improve value perception that also drives long term advocacy.


Q: What are the benefits of building strong customer loyalty in the insurance industry? 

Strong customer loyalty offers numerous benefits, including increased customer retention, higher lifetime value, reduced acquisition costs, and positive word-of-mouth referrals. Loyal customers are more likely to purchase additional products, provide valuable feedback, and endorse the brand.




Author Bio, Written By: 

Mark Camp | CEO & Founder at | LinkedIn

Mark is the Founder and CEO of Propello Cloud, an innovative SaaS platform for loyalty and customer engagement. With over 20 years of marketing experience, he is passionate about helping brands boost retention and acquisition with scalable loyalty solutions.

Mark is an expert in loyalty and engagement strategy, having worked with major enterprise clients across industries to drive growth through rewards programmes. He leads Propello Cloud's mission to deliver versatile platforms that help organisations attract, engage and retain customers.


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