--- title: [Infographic] The State of Customer Service in the Insurance Industry in 2022 description: 25 key statistics to better understand the major customer service trends in the insurance industry. image: https://blog.smart-tribune.com/hubfs/Infographie%20FR/Les%20assurances%20et%20la%20relation%20client.jpg --- [![Logo Smart Tribune](https://blog.smart-tribune.com/hubfs/new-logo.svg)](https://smart-tribune.com/) - [How it works](https://fr.smart-tribune.com/base-connaissance-ia-360/) - Solutions - By issues - [Deploy an AI chatbot](https://fr.smart-tribune.com/plateforme-chatbot-ia/) - [Customer journey autonomy](https://fr.smart-tribune.com/autonomie-parcours-client/) - [Customer advisor support](https://fr.smart-tribune.com/assistance-conseillers-client/) - [Keeping knowledge up to date](https://fr.smart-tribune.com/maintien-jour-base-connaissance/) - By industry - [Ecommerce and Retail](https://fr.smart-tribune.com/e-commerce/) - [Bank Mutual Insurance](https://fr.smart-tribune.com/banque-assurance-mutuelle/) - [Energy](https://fr.smart-tribune.com/energie/) - [Travel and Tourism](https://fr.smart-tribune.com/voyage-tourisme/) - [Customers](https://fr.smart-tribune.com/clients/) - Our technology - [AI chatbot](https://fr.smart-tribune.com/plateforme-chatbot-ia/) - [Decision trees](https://fr.smart-tribune.com/smart-guide/) - [Enhanced help center](https://fr.smart-tribune.com/faq-dynamique/) - [Advisor knowledge base](https://fr.smart-tribune.com/smart-knowledge/) - [Contextualized help box](https://fr.smart-tribune.com/smart-push/) - [Knowledge AI assistant](https://fr.smart-tribune.com/smart-ai/) - [Knowledge manager](https://fr.smart-tribune.com/smart-dashboard/) - Pricing - Ressources - [Webinars](https://fr.smart-tribune.com/webinars/) - [Resources Center](https://fr.smart-tribune.com/ressources/) - [Press](https://fr.smart-tribune.com/presse/) - [Blog](https://blog.smart-tribune.com/) - [Integrations](https://fr.smart-tribune.com/integrations/) EN [FR](https://blog.smart-tribune.com/fr) [Product Demo](https://en.smart-tribune.com/demo-produit) - Smart tribune - [Blog](https://blog.smart-tribune.com/en) - \[Infographic\] The State of Customer Service in the Insurance Industry in 2022 - ![linkedin-icon](https://blog.smart-tribune.com/hubfs/blog_assets/linkedin-icon.svg) - ![x-icon](https://blog.smart-tribune.com/hubfs/blog_assets/x-icon.svg) - ![facebook-icon](https://blog.smart-tribune.com/hubfs/blog_assets/facebook-icon.svg) ![customer-service-insurance-industry](https://blog.smart-tribune.com/hubfs/Infographie%20FR/Les%20assurances%20et%20la%20relation%20client.jpg) [CUSTOMER SERVICE](https://blog.smart-tribune.com/en/tag/customer-service) On FEBRUARY 15, 2022 # \[Infographic\] The State of Customer Service in the Insurance Industry in 2022 Posté par [Jeremy Gallemard](https://blog.smart-tribune.com/en/author/jeremy-gallemard) What are the latest customer service trends in the insurance industry? How are the interactions between insurance companies and their customers evolving? How is the digital transformation impacting insurance companies? Discover our infographic on customer relations in the insurance industry through 25 key market stats. ## **Key customer service statistics on the state of the insurance industry** **![infographic-customer-service-insurance-industry](https://blog.smart-tribune.com/hs-fs/hubfs/infographic-customer-service-insurance-industry.png?width=2400&name=infographic-customer-service-insurance-industry.png)** ## **Insurance in a post-crisis world ** The Covid crisis has forced insurers to embrace change and find new ways of operating. Post-crisis, policyholders now expect to be able to interact 100% digitally with their insurance companies. To meet these expectations, insurers need to rethink their customer acquisition and service models, accelerate their [digital transformation](https://blog.smart-tribune.com/en/digital-customer-service-project-check-list) and adapt to recent changes in consumer behaviour. ## **Today's consumers and insurance** The insurance sector must transform itself and adapt its approach to respond to the intentions and new behaviours of consumers (data sharing, hyper-personalisation, automation, etc.), particularly those of the newer generations. Designing products and services around the [customer experience](https://blog.smart-tribune.com/en/customer-experience-strategy) in a customer-centric approach transforms insurers into trusted advisors, which leads to [greater customer loyalty](https://blog.smart-tribune.com/en/customer-relations-loyalty-strategy) and, ultimately, to the increase of policyholders. ## **Insurance user journeys ** [Customer journeys](https://blog.smart-tribune.com/en/customer-journey) for insurance buyers are long, even if they are on the path to being shorter thanks to new players who are 100% digital entrants. Even so, consumers take several weeks to move from decision to action. They first do online research via search engines, compare prices of offers and look for information directly on the insurers' website, often with the need to interact directly with customer advisors to validate their decision to buy or not. However, these behaviours are set to change: more and more consumers are ready to carry out operations or research for policy plans 100% online. ## **Insurance, self-service and customer autonomy** Today, the most successful insurers offer numerous [self-service](https://blog.smart-tribune.com/en/what-is-customer-self-service) options throughout their user journeys (search for information on the offers proposed, request for an online quote, claim declaration, after-sales service requests, etc.). This is why it is important for insurance companies to diversify their channels and to go [beyond the traditional channels](https://blog.smart-tribune.com/en/omnichannel-customer-experience)(telephone, e-mail), which are becoming less and less standard for customers for whom fluidity, simplicity and immediacy have become the norm. Insurance customers advisors will be better able to focus on handling high value-added requests. ## **The rise of artificial intelligence (AI) in insurance** Artificial Intelligence (AI) technologies are increasingly present in business and in our daily lives. The health crisis has disrupted the timeline for AI adoption by dramatically accelerating the digital transformation of insurance companies. Virtually overnight, insurance companies had to adapt to work remotely, digitise their tools and processes, and strengthen their communication channels. Although most insurers have not yet invested heavily in AI, the growing emphasis on digital transformation and a greater willingness to embrace change puts them in a better position to integrate AI into their customer service strategies. [![Customer Experience Trends Report 2022](https://no-cache.hubspot.com/cta/default/3369926/b9cfde9c-dfb3-438f-90a5-9ff32fdb31a8.png)](https://cta-redirect.hubspot.com/cta/redirect/3369926/b9cfde9c-dfb3-438f-90a5-9ff32fdb31a8) Auteur ![blog-post-author](https://blog.smart-tribune.com/hubfs/Frame%202%20(10).png) ## Jeremy Gallemard Hello! I'm Jérémy, President & Co-founder of Smart Tribune. With my background in the digital & customer experience space I'm happy to share my insight & practical advice on customer experience today & what it might look like tomorrow. Happy reading! [![LinkedIn Icon](https://blog.smart-tribune.com/hubfs/blog_assets/linkedin-icon.svg)](https://www.linkedin.com/in/jeremygallemard/) [![Twitter Icon](https://blog.smart-tribune.com/hubfs/blog_assets/x-icon.svg)](https://twitter.com/Jgallemard) [![Facebook Icon](https://blog.smart-tribune.com/hubfs/blog_assets/facebook-icon.svg)](https://www.facebook.com/SmartTribune) ![cta-side-img](https://blog.smart-tribune.com/hubfs/SmartTribune_Theme_2025/cta-side-img.png) Recevez nos derniers articles En cliquant sur "S'inscrire", vous autorisez Smart Tribune à stocker et à traiter les données personnelles soumises ci-dessus afin de vous fournir le contenu demandé. ## To go further [Read the article](https://blog.smart-tribune.com/en) [![knowledge gaps](https://blog.smart-tribune.com/hs-fs/hubfs/pexels-karolina-grabowska-4491443.webp?width=352&name=pexels-karolina-grabowska-4491443.webp)](https://blog.smart-tribune.com/en/knowledge-gaps) [CUSTOMER SERVICE](https://blog.smart-tribune.com/en/tag/customer-service) ON FEBRUARY 15, 2022 ### How to Close Knowledge Gaps at The Workplace? At the core of every thriving organization is a set of knowledge, skills and advanced technology. In some cases, employees may encounter... [Read the article](https://blog.smart-tribune.com/en/knowledge-gaps) [![definition of what is customer self-service](https://blog.smart-tribune.com/hs-fs/hubfs/48%20-%20Qu%E2%80%99est-ce%20que%20le%20selfcare%20en%20relation%20client%20%3F.jpg?width=352&name=48%20-%20Qu%E2%80%99est-ce%20que%20le%20selfcare%20en%20relation%20client%20%3F.jpg)](https://blog.smart-tribune.com/en/what-is-customer-self-service) [CUSTOMER SERVICE](https://blog.smart-tribune.com/en/tag/customer-service) ON FEBRUARY 15, 2022 ### What Is Customer Self-Service? Customer self-service is a concept that has steadily gained steam across brands and businesses of all shapes and sizes. Chatbots, for... [Read the article](https://blog.smart-tribune.com/en/what-is-customer-self-service) [![](https://blog.smart-tribune.com/hs-fs/hubfs/pexels-sam-lion-5710151%201%20%281%29.jpg?width=352&name=pexels-sam-lion-5710151%201%20%281%29.jpg)](https://blog.smart-tribune.com/en/buyer-journey-map) [CUSTOMER SERVICE](https://blog.smart-tribune.com/en/tag/customer-service) ON FEBRUARY 15, 2022 ### 5 Effortless Steps to Create A Killing Buyer Journey Map Nothing can ensure the triumph of your marketing campaigns or the growth of your business. Thus, to develop your brand, one of the most... 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