Why Is Policy Renewal Time Your Moment of Loss?
Capture customer experience at every touchpoint
Problem
Your Customers Aren't Telling You the Truth
The biggest challenge in your industry is that dissatisfied customers stay silent. 96% of unhappy customers never complain β they either never return, or go straight to Google with a negative review.
Why traditional methods fail:
- Claims Process Blind Spot: Claims experience is critical but systematic feedback isn't collected.
- Agent vs Digital Channel: Consistently measuring experience across different sales channels is difficult.
- No Pre-Renewal Warning: Dissatisfied customers can't be identified before they decide not to renew.
- Product Complexity: Customers don't understand policy coverage and experience disappointment at claim time.
As a result, businesses keep repeating the same mistakes without ever learning the real reasons behind customer loss.
Solution
Feedback at Every Point of the Insurance Journey
CustomerEcho captures your customers' experience from sales to claims, renewal to cancellation. AI automatically categorizes claims process, price perception, agent service, and digital experience.
How it works:
Capture
Collect feedback at key touchpoints with QR codes - no apps needed, just scan and share in 30 seconds.
Analyze
AI automatically categorizes feedback, identifies trends, and highlights urgent issues requiring attention.
Connect
Link feedback to specific locations, staff, or services to understand exactly where improvements are needed.
Act
Get instant alerts for critical issues, enabling your team to resolve problems before customers leave.
You receive feedback while customers are still on-site β giving you the chance to intervene and turn a negative experience into a positive one.
75%
Renewal rate benchmark
5-10%
Renewal increase potential
15-25%
Post-claim feedback rate
Real-time
Instant analysis
Real-World Scenarios
These aren't hypotheticals. These situations happen every day in businesses like yours:
Communication Gap During Claims
Customer files a claim after an accident, doesn't hear back for days.
They post on social media blaming the insurance company. Decides not to renew.
Similar Situations
Waiting 5 days for an adjuster, nobody called me.
Can't get information about my claim status, chatbot doesn't help.
My car is sitting at the shop, insurance won't approve repair.
With CustomerEcho, you track claims process satisfaction in real-time and quickly intervene in critical cases.
Policy Coverage Misunderstood
Customer experiences damage, learns it's not covered under their policy.
They feel they were misinformed during the sale, trust is broken.
Similar Situations
Glass breakage wasn't covered by my auto policy, nobody told me.
I needed additional coverage for earthquake damage, I didn't know.
Rental car is only valid for 7 days, my car has been in the shop for 3 weeks.
With CustomerEcho, you measure information quality at point of sale and identify training needs.
Renewal Price Shock
Customer receives renewal offer, price is much higher than last year.
They research alternatives and switch to a competitor.
Similar Situations
I've had 5 claim-free years and still got a 40% increase.
There are cheaper offers in the market β is loyalty worthless?
Nobody explains why the price went up.
With CustomerEcho, you understand price perception and the renewal decision process.
What Feedback Can You Collect?
Customer Echo's AI engine automatically categorizes every piece of feedback. Instead of vague "overall satisfaction" metrics, you get concrete, actionable insights.
Sales & Quotes
Policy sales process and pricing experience
Example topics: Quote speed, Price clarity, Comparison ease, Agent service
Claims Management
Claims filing, assessment, and payment process
Example topics: Filing ease, Adjuster speed, Communication quality, Payment time
Digital Channels
Website, mobile app, and online transactions
Example topics: App usability, Online policy, Claims tracking, Document upload
Customer Service
Call center and support services
Example topics: Wait time, Solution focus, Information consistency, Callback
Why Customer Echo?
There are many feedback tools on the market. What makes Customer Echo different is our focus on real industry needs and our purpose-built platform for capturing actionable insights.
Claims Experience Improvement
Detect issues in the claims process instantly and prevent customer churn.
Increased Renewal Rate
Identify at-risk customers before renewal and reach out proactively.
Agent Performance Tracking
Compare customer satisfaction across agents and identify training needs.
Digital Channel Optimization
Identify UX issues in online sales and claims processes.
Ready to Increase Customer Loyalty?
First 14 days free. No credit card required. Start with a pilot product line.