Industries · Insurance
From quote to claim - evidence the outcome, not just the call.
Insurance customers judge their insurer at the claim, long after the sale. Better Outcomes connects sales, renewal, mid-term adjustment and claims conversations with the policy record and what followed, so quality, claims and conduct teams can evidence that customers understood what they bought and received the outcome they were entitled to.
What changes
How Better Outcomes applies in insurance.
- 01
Claims conversations assessed on outcome
Every claims interaction is evaluated on whether the customer understood the decision, the next step and the timescale - not only whether the process was followed.
- 02
Fair value and understanding at renewal
Renewal and mid-term conversations are checked for clear explanation of price changes, cover and options across the whole book.
- 03
Vulnerability during a claim
Indicators of potential vulnerability - bereavement, illness, financial stress - are surfaced with evidence for claims handlers and specialists to act on.
In practice
A home-claims team with rising complaints about delays
- 01
Every claims call and email is assessed against the outcome: does the customer know the decision, the next step and when it will happen?
- 02
Journey evidence shows the delays cluster after one hand-off to a supplier where no owner was recorded - the adviser did nothing wrong.
- 03
The potential root cause is reported with its evidence; the team adds an owner and tracks whether repeat contact at that stage falls.
Illustrative scenario · Real Better Outcomes screen · Shown with test data
For your teams
The use cases that matter most in this sector.
Related solutions
Detailed pages on the specific outcomes organisations in this sector need to evidence.
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Show us one representative customer journey.
Bring one representative customer journey and we'll show how Better Outcomes could assess it across interactions, CRM evidence and customer outcomes. No customer data is required for the first session.