Industry · Financial Services
Policyholder Experience for Insurance
Claims are moments of truth. Understand what builds trust before, during, and after your policyholders need you most.
The challenge
The Challenge
Insurance is a relationship business, but you only hear from customers at renewal time or when something goes wrong.
Post-claim surveys capture satisfaction scores but miss the story:
- • What made the claims process stressful (beyond wait times)
- • Why they're quietly shopping for alternatives
- • What their agent could do differently
- • Whether they actually understand their coverage
PrismScope captures the full story, not just the score.
Use cases
Use Cases
Claims Experience
Understand the full claims journey and pain points
Policy Purchase
Shopping, comparison, and buying experience
Agent Relationships
Value of agent interactions and communication
Renewal Decisions
Why policyholders stay, switch, or shop around
Digital Self-Service
App, portal, and online experience feedback
Coverage Understanding
How well customers understand their policies
What we'd ask
Example Questions
“Tell me about your most recent claims experience. Walk me through what happened from start to finish.”
“How would you describe your relationship with your insurance agent? What do you value most?”
“Think about when you were shopping for this policy. What made the decision easy or difficult?”
“If you had to file a claim tomorrow, how confident would you feel about the process?”
“What would make you recommend your insurance provider to a friend or family member?”
Your move
Understand your policyholders better
Run your first campaign — $249. Try a 3-minute conversation first.