Insurance HX
Built for today’s insurers. Powered for what’s next
Use smarter listening and AI to connect feedback across the policyholder journey—and boost bind rates, streamline claims, reduce churn, and demonstrate ROI.
Pillars
Ready-to-go tools and tailored solutions built on decades of insurance expertise
Capture every touchpoint
Get a unified view of the policyholder journey: from online quotes to renewals. Connect survey, text, and call data with behavioral, operational, and sentiment insights to see the full picture, locally, nationally, and globally.
React to the story as it unfolds
Use built-in AI, insurance-specific text analytics, journey-based dashboards and alerts. Surface root causes, detect vulnerability, and trigger workflows to improve service and reduce compliance risk-before issues scale.
Prove value, prioritize impact
Give all your teams the tools they need to act. Link feedback to business performance and prioritize actions that drive the most value. Track the impact of every initiative and scale what works.
Claims
Make the claims journey a loyalty engine
Understand the full claims experience, from first notice of loss to post-resolution feedback. Identify delays, streamline journeys, and automate workflows. So you can reduce costs, prevent churn, and improve customer satisfaction.
- Know the full claims experience: listen to 100% of calls and chats, at a fraction of the cost, with Automated Quality Management.
- Improve fraud detection: trigger reliable fraud alerts and quickly approve the right claims.
- Scale up agent best practices: know what works and where frustrations mount at the agent level, with insurance-specific text analytics.
Customer journey
Move from transactions to personalized relationships
Use journey and role-based dashboards to listen continuously across quotes, onboarding, service, and renewals. So you can personalize support, improve bind rates, and spot risks before they become losses. Predict which experiences increase loyalty-and which ones drive lapses.
- Monitor customer sentiment: across the journey with onboarding and claims templates with built-in text analytics.
- Fine-tune the digital experience: with quick, intuitive surveys after digital micro-moments like uploading a document.
- Recover in real-time: trigger automated workflows and alerts when customers are vulnerable, or leave negative feedback.
Employee experience
Make employee experience the secret of your success
Learn directly and continuously from advisors, agents, and contact center teams. Know their experiences, insights, and feedback. And use that knowledge to improve training, internal processes, and customer experience.
- Learn from top performers: and deliver personalized training and procedures built on your own best practices, with insurance-specific templates.
- Get insight from employees in the know: run and analyze online focus groups to understand employee and customer experiences
- Fast-track change: get employee input through crowdsourcing challenges, ignite innovation, and turn insights into measurable action.
CASE STUDY
Philadelphia Insurance Companies enhances CX with Forsta-powered surveys, dashboards, and action management
Thought leadership
How active listening is redefining insurance customer experience
Content The insurance customer experience is at a tipping point. Imagine this, you’ve just had an accident. You reach for your phone, only to get stuck in a maze of outdated forms across digital channels, long hold times, and robotic scripts. Stress turns into frustration. That’s the old way. And policyholders aren’t having it anymore. […]
Insurance HX: How smarter listening and AI turn customer feedback into growth
Insurance HX: How smarter listening and AI turn customer feedback into growth Insurance HX: How smarter listening and AI turn customer feedback into growth Insurance HX: Listening smarter, acting faster Customer expectations are evolving and insurance providers are feeling the pressure. Policyholders want digital ease and personal connection. They expect fast, intuitive service and trustworthy […]
