The organization gained a unified understanding of the customer experience and embedded CX as a strategic pillar
How an insurance company increased claims satisfaction 48%
Client:
Property Insurance Company
Sector:
Insurance
Country:
Puerto Rico
Objective:
Improve customer retention and service quality by building a shared understanding of the end-to-end experience across teams and stakeholders.
Despite strong Net Promoter Scores (NPS), the organization lacked clarity on what customers actually experienced throughout the journey. Internal teams operated in silos across Personal and Commercial insurance segments and different audiences — producers, brokers, clients, and claimants — resulting in a fragmented experience and inconsistent service delivery.
Challenge
Redesign the insurance experience to strengthen trust, clarity, and long-term loyalty while aligning internal teams around a shared view of the customer journey.
Our Human-Centered Approach
Lateral Strategy designed a full end-to-end CX Research & Innovation Program to understand behaviors, emotions, and friction points across stakeholders.
We then facilitated four full-day co-creation workshops with internal teams to collaboratively solve pain points and build ownership around solutions.
This process prepared the organization to implement four value-creating solutions — one focused on brokers and three on end users.
