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Top 10 Insurance KPIs To Improve The Customer Experience

In recent years, the insurance business has undergone an online transformation, emphasizing enhancing customer experience and increasing productivity. Using digital data-collecting techniques is one of the main forces behind this evolution. 

Sales of insurance policies involve collecting extremely private data from customers, such as financial records or personal medical histories. In addition, customer data collection used to include a laborious manual process of gathering, validating, and verifying information. 

Staying ahead of the curve in the fast-paced, highly competitive insurance industry of today requires strategic planning, thoughtful decision-making, and constant tracking of performance.  However, how do district managers measure their own effectiveness? Key Performance Indicators, or KPIs, are helpful in this situation.

In this blog post, we will explore 10 crucial KPIs that can help insurance companies enhance their customer experience.

This article includes:

  • Importance of KPIs in the Insurance Business
  • The 10 Insurance KPIs You Can’t Do Without
  • Conclusion

Importance of KPIs in the Insurance Business

An insurance company uses a key performance indicator (KPI) or metric to track its effectiveness and success.  Insurance metrics aid businesses in identifying operational effectiveness and areas that require additional effort for success.

KPIs play a crucial role in assessing the effectiveness, efficiency, and overall success of an insurance business. Nevertheless, these indicators help companies set and monitor specific goals, make informed decisions, and drive improvements in areas critical to their success. 

Related article: 7 Customer Service KPIs You Need to Track in 2024

The 10 Insurance KPIs You Can’t Do Without

1. Policy Renewal Rate

A Key Performance Indicator (KPI) that measures the percentage of policyholders who decide to keep their insurance policies with your company is the policy renewal rate. It is a strong predictor of customer loyalty and happiness, two things that are crucial to success in the insurance sector.

Furthermore, digital data-gathering methods improve the customer experience, which increases insurance renewal frequency, retention, and loyalty.

2. Customer Acquisition Cost

Customer Acquisition Cost (CAC) is a critical business indicator that measures the expense of acquiring new customers to buy a product or service or subscribe to any business model. CAC is the total cost of marketing and sales initiatives needed to attract new customers within a specific time frame. Advertising, marketing, staff, commissions, overhead, and other costs directly related to bringing in new customers are included in this cost. 

However, digital data collection processes are utilized to streamline customer acquisition, reduce expenses, and enhance return on investment.

3. Claim Processing Time

Determines the typical time needed to handle a customer's claim. Insurance companies may obtain customer and policy information faster with digital data-collecting methods than with traditional paper-based methods.  Claims adjusters can start processing claims immediately because of this quicker access to data.

Additionally, efficient claims processing is crucial for a positive customer experience. Monitoring the time it takes to settle claims helps identify bottlenecks in the process and allows for improvements to enhance customer satisfaction.

4. Loss-Adjusted Expense Ratio

The insurer's capacity to control digital data gathering to reduce losses and maximize expenditure ratios is demonstrated by the loss-adjusted expenditure ratio, which calculates the ratio of claim-related costs to earned premiums. Effective management of digital data collection can help insurers reduce claim-related costs, improve expense ratios, and reduce losses

5. Customer Retention Rate

The customer retention rate measures the percentage of customers who stay with your insurance company over a specific period. A high retention rate indicates customer satisfaction, increasing the likelihood of policy renewal and boosting business revenue. You can maintain a high customer retention rate and deliver a "wow" customer experience across all channels with the help of Live features.

On the other hand, a poor retention rate may indicate that customers are not happy with the company's offerings, which could lead to missed sales and profits. However, the statistic shows that 60% of customers report a willingness to become repeat buyers after a personalized purchasing experience.

Moreover, one of the most crucial insurance KPIs for district managers to monitor is customer retention rate as it offers information on competitive advantage, long-term customer relationships, and customer satisfaction.  District managers can boost business growth, reduce costs, and improve the company's overall health by boosting customer retention rates.

6. Net Promoter Score (NPS)

A useful measure for assessing how loyal a company's customers are is the Net Promoter Score. It indicates how well insurers can provide customers with satisfying experiences. Further, a high NPS indicates satisfied customers who are more likely to be loyal and refer to your services, contributing to long-term success. Nonetheless, according to the study, NPS has a significant impact on ROI, as a 5% increase in customer retention can increase company revenue by 25-95%.

7. First Contact Resolution (FCR)

First Contact Resolution (FCR) measures the proportion of customer questions and issues that are handled during a single conversation, indicating how well the insurer's support team responds promptly.  A high FCR rate reduces customer frustration, streamlines processes, and efficiently addresses customer concerns.

8. Customer Satisfaction Score

Customer Contentment Score captures customers' opinions about the complete policy purchase process, which includes the digital data collection stage. However, regular customer surveys after key touchpoints, like claims processing or policy renewals, offer valuable insights into areas needing improvement.

Additionally, digital data collection enhances user satisfaction by streamlining and personalizing interactions, leading to higher overall satisfaction rates.

9. Customer Effort Score (CES)

The Customer Effort Score (CES) measures how well an insurer can simplify the customer experience and assesses how simple it is for customers to acquire insurance, submit claims, and get answers via digital channels.  

Digital channels enhance customer satisfaction by reducing customer effort, facilitating policy purchases, filing claims, and handling inquiries.

10. Expense Ratio

The expense ratio measures the company's effectiveness in controlling its costs.

For a given period, this KPI contrasts overall company costs with revenue. The expense ratio can be combined with other measures, like the claim ratio and average payout per claim, to assist decide whether to raise premiums or reduce expenses.

An effective statistic for predicting future profitability is the expense ratio. District managers may estimate future spending and modify their plans to increase profitability by examining past Expense Ratio data and trends.


By focusing on the 10 insurance KPIs, companies can proactively enhance their customer experience strategies. Regularly analyzing and adapting based on these metrics will not only improve customer satisfaction but also contribute to long-term success in a highly competitive industry. However, managers may make decisions based on data, increase customer satisfaction, and drive business success by constantly tracking key KPIs.

Learn more about how the Live product family can help you support and improve your customer experience strategy.

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