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Insurance & Financial Services

Detect friction in service, claims and renewals.

WIT helps insurance companies, brokers and service teams listen to customers, detect churn risk and act before losing policies, trust or recurring revenue.

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RetentionClaimsRenewalsSupport
Portfolio NPS+36
Churn risk12
Resolved78%

Experience drivers — Insurance

Last 30 days · claims, service & renewals

Advisory
88
Clarity
77
Claims
58
Wait times
39
Churn alertCustomers with recent claims show higher risk of not renewing.
What you can manage

Customer experience to protect retention and trust

In insurance, the experience is defined at critical moments: enrollment, service, claims, renewals, policy changes and support. WIT turns those signals into actionable decisions.

Retention signals

Detect customers at risk of not renewing, canceling or switching providers before it happens.

Claims experience

Measure satisfaction at the most sensitive moments, when trust and confidence are most at stake.

Advisor performance

Compare experience by advisor, team, channel or portfolio to identify best practices and risks.

How it works

From a risk signal to a retention action

A simple workflow to measure critical moments, prioritize at-risk customers and follow up on every case.

1

Measure key moments

After enrollment, a claim, renewal, support interaction, policy change or advisor meeting.

2

Detect risk

Low NPS, critical comments, unresolved claims, long wait times or signals of low confidence.

3

Prioritize follow-up

Assign sensitive customers to the right team and log recovery actions.

4

Reduce loss

Act before the customer cancels, doesn't renew or switches to a competitor.

Customer experience in insurance
In insurance, trust is built at critical moments.WIT detects friction before it turns into churn.
Use cases

Where WIT adds value in insurance

01

Post-enrollment

Evaluate clarity, confidence, advisory quality and satisfaction after a policy is purchased.

02

Claims

Measure experience after a claim or sensitive process, when churn risk is highest.

03

Renewals

Detect low-satisfaction customers before the renewal window arrives.

04

Support

Evaluate wait times, resolution quality, clarity of information and perceived support.

NPSloyalty & recommendation
CSATpost-interaction satisfaction
CESprocess ease
CHURNcancellation risk
What it detects

Friction that impacts retention and reputation

Many customers don't express dissatisfaction until they decide to cancel, switch advisors or not renew.

Claim delays

Response or resolution times that erode trust and satisfaction.

Unclear information

Doubts about coverage, terms, costs, documentation or next steps.

Lack of follow-up

Customers who feel they have to push to get a response or resolution.

Non-renewal risk

Early signals from customers with low recommendation scores or negative comments.

Advisor inconsistency

Teams, brokers or channels with varying levels of experience quality.

Perceived abandonment

Customers who don't feel supported at critical moments.

WIT dashboard for insurance
Executive dashboard for retention.Metrics, comments, alerts and follow-up by customer, advisor or channel.
For insurers, brokers & teams

A clear read by customer, advisor or stage

WIT organizes signals by portfolio, advisor, channel, policy type, claim or stage of the customer lifecycle.

By customer or portfolio

Identify critical customers, promoters and retention opportunities.

By advisor or team

Compare experience by service quality, follow-up and resolution.

By stage

Measure enrollment, claims, support, renewals and post-sale.

FAQ

Common questions about WIT for insurance

Does it work for brokers?

Yes. It works for brokers, agencies, insurers, sales teams and service departments.

Can it help reduce churn?

Yes. It detects early signs of dissatisfaction, critical claims and non-renewal risk.

Does it measure claims experience?

Yes. You can measure after a claim, incident, resolution or support interaction.

Can it be segmented by advisor?

Yes. If configured, you can analyze experience by advisor, channel, portfolio or team.

Does it integrate with CRM?

It can connect via API or custom workflows depending on your operation and tech stack.

Is it useful for renewals?

Yes. It can detect at-risk customers before the renewal moment arrives.

Detect friction and protect retention with real customer data.

Book a demo and we'll review how to measure experience at each critical moment in the insurance journey.

Book a demo