Customer engagement and retention have been a serious concern in the insurance industry. Most companies keep on searching for how to enhance customer engagement in the insurance industry and in this blog post, you can find some of the useful tactics that can help the insurance industry maintain a cordial relationship with its existing customers.

The insurance industry refers to ensuring risk management in the form of insurance contracts. The key motives of the insurance companies are to offer financial support with a certain amount to their policyholders or customers. Most of the drawbacks in the policy rules may lead to the loss of customers. Thus, the insurance company needs to know how to retain customers for a long time? 

The growing advancement in the technology world has changed the mindset of customers across the industries. Now you can find that customers expect a quick response if they have any queries or complaints. It would not be wrong to anticipate a similar aspect for the prospects as well. Thus insurance companies need to have an organized system to respond to their customers to boost customer engagement and at the same time to win the prospects.

Apart from these, effective communication with customers and prospects helps to build and grow their relationship with your company.

Customers have multiple options that usually lead to a competitive scenario for you. Therefore, to stand out from your competitors, you need to include the differential factors to serve your customers and keep growing with increased retention.

What do you need to improve your customer service approach?

Assess your customer’s needs

Assessment of your customer’s needs before you try to engage them with your business products or services is the indispensable aspect. Insurance companies can meet their customer’s needs only if they analyze the problems of each customer thoroughly. Their genuine approach will help them to find the tips to enhance customer engagement along with their retention. 

It is needless to explain that where people make some investments, they expect more for resolutions with no delays. Late response or incomplete information about their queries may lead to distrust for your insurance policies and other policy plans. This is why; insurance companies should be attentive in terms of managing their customer service part at all costs.

Improvement in customer onboarding

The very first interaction with customers may be effective and beneficial for your business. But what can make it true is a big concern. The most important thing is you need to create a hassle-free platform for those who want to buy insurance policies based on different plans. Your approach in that direction will help you to engage more customers for your insurance policies.

Resolving the queries of customers or visitors with complete information should be the priority task. Such an achievement can be accomplished with useful tutorials, screen tips, and from time to time informative emails to let customers gain relevant information policy plans.

Approach for personalizing interaction

This refers to understanding the actual needs of customers. You can follow such a strategy with the help of the customer’s database from where you can find their queries and complaints.

Further, you may create the scope for a personalized experience for your customers and augment their engagement with your products and services.

Customer service through Omni Channel platform

Taking care of customers’ approach across multiple channels is imperative to build trust. You can increase your customer’s engagement rate by offering them valuable information about your products on their selected channel at the right time.

Such measures are crucial for boosting the customer’s retention and also developing a relationship with visitors for more conversions.

Request for customer feedback

Feedback provided by customers as per their experience with your business can do a lot for you. Therefore, insurance companies need to work on their feedback.

However, you need to take on the customer-friendly platform to allow them easily share their feedback about their experience with your policy services. With the quick sources for connecting to the customers, you can show gratitude to them for their precious time to share the feedback through your prescribed format of feedback submission.


Some of the above-stated strategies can help you to your customers with insurance services. Customers always seek out peace and this is why they avoid taking a risk for their financial investment. Another aspect is customer retention which is possible only with customer engagement. Therefore, you need to be focused on your customer service strategy for quick response to your customer’s queries and resolutions to their complaints.

Even though 2020 was very challenging due to the pandemic, it opened doors for new opportunities and innovation for the consumer durable industry. The first few months of lockdown were more challenging than the latter half of the year and proved to be favorable for those who could adjust to the evolving market realities. Once the unlocking started, it created new demands which led to the emergence of new product innovations. Customer centricity became the foremost priority as the white goods industry innovated new technologies for purification and sanitization, which are inevitable in the new normal.

Many industries have been impacted badly due to the pandemic but, it would be safe to say that the consumer durables industry is showing growth trends from a long-term perspective. According to a report, the home appliances and consumer electronics industry, (not including mobile handsets), is expected to increase by 50 lacs i.e Rs 1.5 lakh crore by 2025, from the present Rs 1 lakh crore. The reasons for the same could be more stable disposable incomes, rural electrification,  more than ever focus on work from home policies, and the government’s plans to offer production-linked incentives (PLI) to establish more and more manufacturing plants in India. With such potential growth opportunity, the industry and the brands are required to keep an extremely close watch on ever-evolving consumer needs, to drive their product innovations, and truly thrive in the post-pandemic world among their competition.

Here are the key consumer durable industry trends that are likely to be witnessed in post-pandemic world: