Life insurance broker Reassured has partnered with the behavioural science consultancy Unconventional Wisdom to improve customer experience.
The partnership is focused on providing Reassured customers with a better experience after a life insurance policy has been purchased.
The 10-week project started with a customer research exercise to understand any areas where Reassured could enhance the experience it delivers to its customers.
The broker said invaluable insights from the research have been fed into the second phase, which is a review of all post-sale communication.
These are now being enhanced to remove any wording that could cause confusion and to provide clearer explanations of products and benefits to further build confidence in the product customers they have bought.
Unconventional Wisdom is a behavioural science consultancy that specialises in the insurance industry.
The firm, which launched in October 2023, helps its clients improve business outcomes through providing them with a better understanding of the psychology of its customers.
Mark Townsend, chief executive officer at Reassured, said: “We think it is essential that customers have a clear understanding of the products we provide them with and have confidence in them. The project with Unconventional Wisdom is central to this, and it will inform the way we effectively communicate with Reassured customers about key product areas going forward.”
William Trump, founder and lead consultant at Unconventional Wisdom, added: “Unconventional Wisdom has past experience of delivering great results within the insurance industry. We look forward to achieving results with Reassured to help improve customer experience post-sale.”
