Getting Hands on Help
in the insurance industry

Live chat & video engagement for the Insurance Industry

Navigating the world of insurance can be quite complicated. Shopping for a new plan requires customers to compare and contrast multiple plan options from different providers and read pages of policy information written in insurance jargon they can hardly understand.

What about your existing customers? Well, they are faced with frustration when trying to get answers about an outstanding claim, figure out out how to renew their policy, and are even left in the dark when it comes to knowing about different policy upgrades and features that could greatly benefit them in the future.

38% of consumers learn about insurance products online

People are shopping for insurance options online in order to narrow them down offline. Customers find themselves with questions and a need to speak to an agent and they can’t do this online. Sure, customers can call to speak with an agent but they find that to be inconvenient because they can’t share documents or get hands-on visual support immediately.

60% of millennial investors expect to turn to a human advisor for future advice

63% of people still prefer to speak to an agent over the phone when learning about insurance products*

*Local Search Association

Wouldn’t it be nice if Insurance companies could answer their customers’ questions, right where they are, online, with a combination of voice and visual support?

As a major player in the insurance industry, if you’re not providing top of the line customer service online, answering questions when potential customers have them, you’re not going to be a viable option when it comes to the decision making moment. Insurance companies need to find ways to bring the human factor online in order to successfully gain new customers, keep them informed and satisfied, and hold their hand throughout many challenging and confusing moments they will experience.

Stryng’s one-click client messaging platform lets you qualify leads and drive them toward the right insurance plan. The powerful combination of voice and visual, in the digital channels, helps empower your agents to walk customers through documents, navigate forms, get quotes, and learn updates on their claim on-the-spot, as if they were sitting across from them in-person.

1. Improve Sales

With agents available, online and around the clock, customers can get the assistance they need to make decisions, understand important policy information, and get their questions answered immediately.

2. Become More Efficient

Decrease your AHT (Average Handling Time) with the combination of live audio or video chat with screen and document sharing. Agents can share their screens or co-browse with customers so each can see what the other is talking about.

3. Satisfy Your Customers

Build a relationship online that’ll last for years to come. You’ll let your customers know that you’re there for them during the good: purchasing a new plan, and the bad: when something goes wrong and they need you there for them the most.

4. Engage Customers the Way They Communicate

String together messaging, audio, picture and document sharing in one continuous and persistent conversation across multiple devices.

In-branch transactions cost up to 50% more than those conducted online

50% of people purchase car insurance online

Car & Property Insurance

Car and Property Insurance customers need expert assistance online when shopping for new plans or when trying to manage their claims. While some new players in the industry provide a self-service experience, it is nearly impossible to differentiate yourself on that basis alone.

By providing customers with a combination online of voice and visual support, insurance companies can:

  • Help speed up the claims process, making it easier for agents and customers to share photos of damage, documents that need to be reviewed and signed, and talk through next steps.
  • Provide prospective customers with personalized coverage options and plans
  • Minimize the amount of back and forth that often happens with an insurance company and the customer.
  • Eliminate customer headaches when they are looking for what status their claim is currently in and when they’ll receive money to fix damages.
  • Provide emotional support that doesn’t come through in text chats.
  • Avoid the hassle of having the customer sort through pages and pages of complicated documents and medical records on their own.
  • Upsell supplemental coverage on-the-spot.
  • Target customers who are up for renewal with intelligence that proactively engages those with expiring policies.

Health Insurance

Health Insurance companies need a strong footprint online, now more than ever, when it comes to attracting new and serving existing customers.

We’re talking about people’s health here. It’s time we handle it the right way, the human way. Plus, navigating the health insurance world, online, is rather complicated.

Make agents available with live audio or video chat and document and screen sharing, so that potential customers can get a one-on-one walk through of plan benefits that fit them best or make agents available when existing customers are in need of emotional support or guidance to find a local provider or facilitate documentation for the claims process.

By providing customers with the option of live audio or video chat, plus document and screen sharing, insurance companies can:

  • Provide live agent support, helping customers step-by-step better understand a new or existing health insurance plan.
  • Give immediate patient support when customers need help searching for local doctors or understanding what treatments and benefits are covered under their policy.
  • Walk customers through their medical records and health reports.
  • Upsell supplemental coverage on-the-spot
  • Target customers who are up for renewal with intelligence that proactively engages those with expiring policies.

Life Insurance

Life Insurance companies need a strong footprint online, now more than ever, when it comes to attracting new and serving existing customers.

There’s a strong opportunity to build relationships, establish trust, and enhance sales in the life insurance industry, all through the power of human connection online. Agents can screen share to walk customers through the performance of their portfolios and investments, instead of hoping that they understand their statements when they arrive in the mail each month. This allows for greater customer retention and ongoing upsell opportunities.

By providing customers with the option of live audio or video chat, plus document and screen sharing, insurance companies can:

  • Maintain ongoing relationships with customers they might not have spoken with frequently in the past and retain new customers over a longer period of time.
  • Create a human connection with customers agents have never met before
    Establish agent-customer trust, since customers are turning to life insurance products as investments for the future.
  • Dramatically simplify the processing and signature of documents.
  • Provide live video financial advice as a complementary add on to just sending out monthly statements in the mail to customers.
  • Share documents on screen and walk customers through annuities, investment growth and opportunities.

See how Stryng can assist with your digital transformation