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Since the pandemic, people are rethinking how they spend their time, who they spend it with and what companies they do business with—including their insurance companies. If customer service interactions are not smooth and easy, they will quickly move on. Customer churn used to be the norm in insurance, but the industry is finally undergoing a customer experience overhaul focused on loyalty and retention—and the stakes have never been higher.

Customer acquisition in insurance costs nine times more than customer retention, so it’s important to focus on improving customer experience. It doesn’t have to be expensive or time-consuming, but it does require a strategic approach. Here are three tips:

1) Make it easy for customers to find what they need on your website. They should be able to quickly and easily locate information about products, services, company history and contact information. If they can’t find what they’re looking for, they’ll go somewhere else.

2) Respond quickly to complaints and inquiries. Customers expect a response within 24 hours (preferably sooner), so make sure you have systems in place that will allow you to do this.

3) Personalize communications whenever possible. Customers feel more valued when businesses take the time to address them by their name and include personalized content relevant to them.

In the current environment, insurers can’t take their customer experience for granted—it’s now a key differentiator in the market. Insurers must focus on retention and loyalty to differentiate themselves in what is becoming an increasingly commoditized industry.

If you are looking to have unmatched customer service and the most affordable healthcare access on the market, then give us a call or schedule an appointment today – we’re here for you.

Thank you for taking the time with me to learn more about healthcare available for you and your and loved ones – including your pets.


Robert Steele, CLU, ChFC

For more information on Steele Financial Group community, health, life, dental, vision, and disability insurance products, please contact us and we’ll be happy to help in any way we can!  Call or email us now for more information!




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