Insurance Customer Experience Management

Build Market Resilience and Client Trust

With climate changing and natural disasters occuring, changes in healthcare needs, and the unemployment disruption, the driving behaviour has created a unique and challenging environment for both insurers and policyholders alike. These changes are compelling insurers to redefine their business models to ensure they are building relationships built on good will, compassion, and trust.

Improving the Moments that Matter with Pearl-Plaza

We understand that connecting with policyholders on a personal and emotional level is more important than ever before. Using our technology and services you can build the connections and understanding that leads to making each moment that matters meet and exceed the needs and expectations of both policyholders and the business.

Make Your Customers’ Online Experience Seamless

Insurance companies can guarantee successful digital experiences for their policyholders by ensuring that each touchpoint along the journey goes off without a hitch. We enable providers to learn in real time what customers love and what might need to be adjusted. Dashboards enable insurance brokers and agents to see not just what customers are saying, but also how they’re feeling.

Leverage Employee, Agent, & Broker Perspectives

Insurance agents and employees are a great source of intelligence and perspective. Insurance providers can leverage employee listening to achieve a frontline, on-the-ground perspective of agents’ and brokers’ interactions with each other and their customers. Collecting intelligence from all of these groups grants insurance companies a holistic perspective of each and every type of experience.

Build Trust Through Personal, Immediate Responses

Identify Key Improvement Opportunities

For the first time in 10 years, our market share has increased over a full year and we added 15,100 new customers. At the same time, customer advocacy has improved, with record levels in our Service NPS across Medibank and ahm.”

Medibank’s CEO, 2019 Annual Report

We've Got You Covered

Pearl-Plaza understands the importance of being properly certified to work within an industry as complex and regulated as insurance. We have all of the certifications necessary to help you deliver real business outcomes.