Get to the heart of insurance customer engagement

Raise the bar for policyholder satisfaction

The risk landscape is constantly evolving. Standing out in the insurance industry means meeting new customer expectations. A single claim or policy change interaction can make or break a relationship.

Genesys offers personalization at scale. Deliver connected, cross-channel experiences that exceed client expectations and create lasting loyalty.

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Deliver personalized insurance experiences

Empathize with your policyholders

Insurance customers want convenience and transparency. Provide the right product and personalized service or advice to add value and build customer loyalty.

Improve efficiency and utilization

Confidently guide customer interactions. Automate underwriting and claims servicing to reduce costs, while empowering agents to address more complex interactions.

Elevate and integrate services

Make your insurance ecosystem more digitally integrated. Improve revenue, speed to market, flexibility and scalability with an open cloud platform.

Create engaging insurance experiences across channels

Drive customer satisfaction and improve performance with deep customer insights and cross-functional coordination. From underwriting to claims, anticipate and address sales and service needs. An agile technology platform makes it easy to keep up with customer demands.

Radically transform customer experiences

Earning customer loyalty can be difficult with limited interactions between carriers and policyholders. Insurance agencies and companies must deliver the best support every time, even more so during times of crisis.

Use policyholder preferences — not carrier needs — to drive interactions. Provide options along their journeys. Offer proactive communications about application status, claim status or payment notification. Enable customers to self-serve and avoid waiting in a queue for an insurance agent.

Improve agility and responsiveness

Carriers need to adapt and respond to fluctuating demands. But legacy core systems can prevent this progress. These systems are often siloed by function, such as distribution or claims. They may even have different data, processes, technology and outcomes.

Migrating to the cloud reduces maintenance, costs and support efforts. It also makes it easy to enable remote work and access to new artificial intelligence (AI) and analytics features.

Adopt intelligent processes

Policyholders want convenience and simplicity from their insurance company. And if they don’t get it, they will look elsewhere.

Leverage AI-powered bots and predictive capabilities throughout common processes. Keep customers engaged and empower them with self-service — from requesting a quote to filling out an application or filing a claim. Gather insights to uncover training needs and improve customer relationships.

Boost operational efficiency

Give customers exceptional service without overworking insurance call center agents and staff. AI, bots and other technologies deflect interactions, reduce handling times and improve efficiency.

Meet customers on the channels they love most with meaningful, helpful content. Let them get what they need without ever making a phone call. And if they require more help, seamlessly guide them toward human support.


“Customers are getting a better experience when they’re calling and the agents are far more educated on handling anything that the customer may ask.”

— Aaron Roche, Travel Manager, Operations, Tokio Marine Management Australasia


“We constantly capture and dig into interactions, uncovering ways to improve agent performance and make it even easier for customers to do business with us.”

— Martin Broom, Director of Operational Strategy and Planning, Saga

Connect the customer journey to drive results

Your customer journey can make or break their loyalty. With the right tools and technologies, you can connect data to provide better experiences. Enable your agents to save time on repetitive tasks and seamlessly improve their experience, too.

See how insurers are transforming customer service

Make it easy for employees to deliver real-time support across channels.

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Explore the power of cloud and AI

It’s time to think beyond risk mitigation and start distinguishing your brand. Genesys provides the insurance customer service software needed to connect interactions across touchpoints. With our support, you can provide better experiences for your customers and employees.

Schedule a demo to see the power of AI. Learn how our cloud technology orchestrates effortless customer interactions across all channels.

Thank you for your interest.

We’ll contact you directly to set up a date and time that works with your schedule.