For most people dealing with insurance isn’t something that they necessarily enjoy. Yet, it’s something everyone has to take care of at some point in life and even adds in the potential to enable people to worry less and make confident, self-determined decisions to live life to the fullest - when done right.
So we set out on the mission to reduce barriers, increase transparency, and engage first-time insurance takers in an educational experience that is equally social and accessible to create a feeling of empowerment.
On a high level, customers move along three main journeys that are designed to help them reach their goal of feeling empowered.
1. Getting covered
2. Adjusting/Managing coverage based on their ever-evolving life
3. Things go south - Help is needed
The principle of keeping customers in-the-know is the foundation for several product initiatives. We are aware that we're dealing with a complex topic and an industry that isn't famous for its transparency.
This is why we are trying to guide customers by providing the right amount of information at the right time throughout their experience.
It starts with the distribution of information on product pages, enabling customers to dig deeper on demand, continues with additional interactive material that should decrease the level of abstraction, and make people understand whether it's necessary or not for their situation, and ends with a service experience that provides clarity around all problems and questions that might occur.