Insurance customer journey map template
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What is an insurance customer journey?
The customer journey covers all of a customer’s interactions with your products and services, from first touchpoint to sales call, to purchase, to upgrades and downgrades. Insurance sellers can benefit greatly from analyzing the customer journey and identifying opportunities within it in order to more effectively market and sell policies, as well as retain existing policy-holders.
Mapping the Insurance Journey in TheyDo
The Insurance Journey template is an example workspace designed for you and your team to start customer journey mapping right away. It comes with journey phases, steps, and personas that you can further personalize to fit your current and future business goals.
In TheyDo you’ll get:
A home base for CX: Store all customer journeys in one central place, and drill down into fine detail on each. Use TheyDo’s predefined taxonomy (types, statuses, and tags), or create your own.
An actionable bird's eye view: TheyDo is designed to give you control over customer knowledge, gain wide-ranging insights, and determine action steps. Create unique libraries of insights, journeys, opportunities, and solutions that you can interlink to see the connections across a customer’s journey.
The Insurance Journey template is a collaborative workspace for you to store journey data and learn from it. It’s easy to share data across departments — from sales agents and account managers, to customer service representatives, to finance.
How to use an Insurance Journey to bring in new customers and retain existing ones
Customer journey mapping is not just a design exercise. TheyDo helps companies every day to:
Create a single source of truth: In a large organization with many customer-facing departments, miscommunication is common. By putting all your customer data in one place, you’ll be able to get a complete overview of customer psychology and behavior, and fill in gaps in knowledge.
Identify customer pain points: The insurance workspace allows you to document where customers are hesitating the most, and develop ideas about how to remove those roadblocks to sales.
Discover optimal solutions: Pain points only go away when you develop innovative solutions. Ideate, plan, develop, and track the success of those solutions in your TheyDo workspace.
Who is this template for?
The Journey template is especially useful for leaders of customer-facing and customer-serving departments, including Marketing, Sales and Underwriting. However, when claims come under dispute, Claims and Legal may also want to access the valuable information in your journey management system.
For instance — what are the different options for claims by someone who has been a longtime customer vs. someone who just signed up? How can you reduce the time between first touch and payment received? What are the different pain points of institutional vs. individual customers?
An organized Journey in TheyDo can answer all of these questions, and more.