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Provide an Unmatched Customer
Experience in Insurance

Use NPS Prism to uncover detailed CX insights and NPS benchmarks.
See how you stack up across renewal, claims, coverage decisions, and more.

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Companies Covered in Our Dataset

and many (many!) more

NPS Prism for Insurance

30 +
Insurance Competitors Compare performance with all major national and regional insurers
24
Customer Journeys Across Auto, Home, and Life; categories include purchase, renew, claim, pay, and more.
75 K
Customers Surveyed NPS Prism collects data from a representative sample of 75K insurance customers, with new data and insights each quarter.

Insurance Customer Journeys That Matter

See a sample of the Auto, Home, and Life journeys we analyze from end to end in the NPS Prism platform

Search & Explore
Purchase & Renew
Use
Claim
Manage & Resolve
CR17428_hres

Make the Consideration Stage Straightforward

Use our platform to discover how customers feel about key aspects of the research experience including:

  • Got advice

  • Compared options and chose product  
CR17615_hres

Keep Purchase & Renewals Frictionless

Evaluate how you and other insurance providers perform during the purchase & renew experience including:

  • Provided follow-up documents
  • Purchased my product
  • Obtained my insurance documents
  • Set up an online account
  • Modified my policy 
  • Renewed my policy or additional services
CR17874_PPTX (1)

Ensure Customers Stay Satisfied Post-Purchase

Make sure customers feel in control over their insurance plan and usage by improving journeys like:

  • Signed up for additional services

  • Signed up for smart home/telematics devices 
  • Used additional services

  • Used smart home/telematics devices 

  • Got help from insurance provider to avoid damage 
  • Got emergency assistance
CR11323_PPTX

Create a Positive Claim Experience

Design a better claim experience for your customers by understanding your performance across journeys such as:

  • Submitted a claim

  • Checked status of my claim 

  • Received coverage or liability decision

  • Got paid for repairs
CR18023_hres

Make It Easy For Customers to Manage Their Accounts

Design a better account management experience for your customers by understanding their experience on key journeys, including:

  • Paid my bill

  • Managed my account

  • Wanted general information

  • Replaced or added a driver or vehicle

  • Changed payment method

  • Resolved a problem or complained
Case Study

Behind the Scenes: Prudential's CX Transformation

NPS Prism Co-Founder Rahul Sethi and Prudential's Head of Enterprise Experience Design, Abhii Parakh reveal key strategies for long-lasting organizational change and how to prove the business value of CX with customer analytics.

 Learn More
Insurance Insights

The Latest from NPS Prism

Uncover new insurance CX trends in our blog.

View more insights
Behind the Scenes - Prudential's CX Transformation: 5 key strategies for long-lasting organizational change Learn More
Insurers Have a Digital Dilemma: Complex Claims Learn More

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Questions? Contact us at prism@bain.com.