The customer experience is an important factor for the growth of an insurance company as increased customer experience helps to increase the reputation and success of the company in the competitive market. There are different factors which are related to the customer experience and these include personalized customer service, speed and efficiency, Omni channel support, active communication, easy access to information, customer-centric culture, online presence and continuous improvement. Every customer needs insurance companies to understand their values and offer products which meet their requirement. Proper personalized service of insurance companies builds trust of the customer and maintains a long-term relationship with the customers. At present customers expect the insurance provider to contact direct with them directly through multiple channels including phone email website social media and also mobile applications. This approach provides transparency between the insurance provider and the customer and enhances customer satisfaction. Effective and regular communication with the customers helps to understand the needs and demands of the customers and also the issues faced by them. Thus, proactive communication helps to promote proper customer satisfaction and increase customer experience.
