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How we serve the Insurance Industry

Insurance Contact Centres and their agents have a pivotal role in shaping customer experiences and influencing brand perception. The challenges of high attrition rates, stressful working conditions, and operational inefficiencies can be addressed through the adoption of omnichannel, automation and AI technologies.

As the insurance industry continues to evolve, focusing on optimising Contact Centre operations can contribute significantly to reducing costs, driving sales growth, and ultimately fostering positive experiences for both customers and agents.

How we can help you to optimise your insurance Contact Centre

In an age where 76% of people don’t want to speak to an agent for simple service tasks – like signing up for a new insurer or checking their premium – an omnichannel approach is essential.

Personalised Service

Increasing levels of personalisation more aligned to the individual needs and values of customers is pivotal to the delivery of enhanced CX in insurance Contact Centres. By aligning products to customers’ ethics and values, insurers have the potential to become a valued part of consumers lives.

An omnichannel offering is a must here – providing customers with the flexibility of choice over when and how they contact their provider.

Technology is the enabler

Many providers are reliant on legacy infrastructure, which creates limitations on both the ability to scale and embrace newer forms of technology. The most adaptable insurance providers have already begun to move contact centres permanently to the cloud to support growth and meet changing customer expectations.

Cloud Contact Centre services provide a gateway to greater flexibility, reliability and consistency.

The cost of agent-handled ID&V is £2.19bn per year

Stay ahead of the storm

Rather than treating surge events in the insurance industry as isolated incidents needing unique strategies, incorporating practices like strong ID&V, digital journeys, proactive customer engagement, and analytics should become standard procedure.

Embracing these practices strategically will keep the industry ahead of the curve, align with evolving customer needs, and foster resilience amid insurance industry uncertainties.

From attrition to retention

Insurance Contact Centre agent attrition reached 38% in 2021, which represents a significant cost for insurers due to the constant need for recruitment and training.

Given their pivotal role in nurturing customer relationships, there is a compelling case for insurers to invest in productivity and engagement by equipping their agents with the tools and support they need to deliver exceptional customer experiences.

In 45% of inbound calls, almost a third of the call is spent navigating between screens and applications

Security & compliance

Having a secure environment will mean you tick many of the compliance boxes, as well as creating a great service for your customers.

The savvy use of intelligent technology such as speech and text analytics and automated quality monitoring helps insurers to stay compliant across 100% of voice and digital interactions.

The use of AI in insurance will rise 31% by 2026

Using AI to insure a great customer experience 

Ageas enhanced its customer choice by introducing AI and voice bot options to support customers with straightforward queries, whilst maintaining the availability of Contact Centre agents for complex inquiries. The delivery saw an overall reduction of 40-45 seconds per fully-verified call.

Read the case study



UK Contact Centre Verticals: Insurance

This ContactBabel report looks at the structure, growth, technology, HR and commercial issues found in Contact Centres within the UK insurance sector.



Altus Insurance Capability Framework

The Altus Insurance Capability Framework summarises the core capabilities of our expertise in the Insurance industry, and highlights where we fit within its model.



The Core Elements of Exceptional Customer Contact

In this eBook, we delve into the core elements of exceptional customer contact, drawing on best practices for turning your Contact Centre into a centre of CX excellence.


Press Release

The Green Insurer selects IPI to deliver omnichannel strategy

New ethical insurance company partners with IPI to deliver omnichannel strategy as it launches into the UK market.



Customer Experience Trends in 2024

This article delves into the three prominent trends shaping the CX landscape in financial services this year.



How insurers can improve CX amid sky rocketing complaints

In this blog, we take a closer look at how insurers, through a savvy use of technology within contact centres, can reduce complaints through improving the customer experience.


Case Study

IPI facilitates Europa’s rapid transformation to Genesys Cloud

Within just a week, IPI moved Europa Group’s contact centre to the Genesys Cloud, with all agents trained and ready to work from home on the new system.



Understanding your customers and recognising vulenrability

Following the FCA’s Consumer Duty and Ofsted’s new customer support regulation, this article takes a look at how organisations can kick-start a programme of change focused around the customer and better identifying vulnerabilities.



IPI & Genesys 

Choose IPI and your business is in safe hands. Powered by Genesys Cloud CX – the industry’s #1 cloud CX platform – you get an all-in-one, omnichannel Contact Centre and employee collaboration solution with advanced routing, real-time reporting and analytics.


Contact us to find out more

“We had high expectations for IPI and have not been disappointed. IPI has been an excellent partner throughout, collaborating with our team to deliver a best-in-class solution that provides the great service our customers expect and deserve. This whole exercise has demonstrated where technology can be used to support our contact centres, handling straightforward activity, thereby enabling our contact centre consultants to do what they do best – delivering brilliant service. We are also providing customers with more channel choice, enabling them to move to our self-service online account where this works for them. We are delighted with the results we have seen so far and are continuing to explore new uses for this technology in our contact centres to make the best use of our precious and highly skilled contact centre team to deliver brilliant service where it matters.”

Tracy Sheldon, Head of Continuous Improvement at Ageas UK

“IPI has demonstrated to us once again why it leads the charge for both service and technology. When we needed to enable homeworking quickly, their team recommended and transitioned our agents from Avaya to Genesys Cloud within days, enabling us to continue servicing our customers without any business interruption. The solution has proven to be agile and intuitive and a massive success with our agents. The messaging capability enables them to support each other and help with customer queries while working remotely. The partnership between IPI and Genesys is an exciting one, and we look forward to driving increased benefit from the end to end solutions they offer.”

Andy Cole, General Manager at Europa

“IPI has continually impressed with their teamwork, communication and co-operative approach, not to mention top-class solutions. Their insights and expertise have been invaluable to our business and we look forward to the future of the relationship. Not only do they provide great support they also help frame projects and software implementation to ensure they are delivered effectively.”

Samuel Newman, Deputy to Operations Director at Complete Cover Group

“IPI don’t just sell you a product, they work with you to understand goals, propose ideas and solutions and stay within budget.”

James Borne, Associate Director of Group IT at Complete Cover Group

Latest updates



Pauseable, IPI’s automated pause-and-resume compliance technology, is now available on NICE CXone, the CCaaS AI platform from NICE.



Retailers are entering a new era of service personalisation. Read this article to find out why personalisation matters in transforming CX.

Upcoming Event


4th June, 2024

Gear up to explore mind-blowing strategies, dive into industry insights, and soak in success stories that will completely transform the way you empower your agents, turbocharge efficiency, and send customer satisfaction soaring!