Co-browsing for the Insurance Sector

The global insurance marketplace is a competitive space. Consumers have a wide choice of potential providers for healthcare, property and vehicle insurance, with little to differentiate between policies at first glance. The switch economy means consumers are prepared to change providers after a single poor customer experience, leading businesses to prioritise CX as a source of both loyalty and advocacy.  

Insurance customers were early adopters of digital services, with comparison sites helping to reduce the friction involved in initial purchases. However, the market remains crowded, with multiple vendors for every category. Further complexity is added through regulatory compliance and data privacy obligations.  

Customer support within the insurance sector is relatively mature, with digital-first services dominating the sales and claims processes. The growth in personalized policies, online claims processing, and self-service portals has heightened customer expectations and increased pressure on support teams. Insurers must now deliver secure, frictionless experiences across multiple channels.

Co-browsing technology is suited to address the complexities of home, health and vehicle insurance policy sales, claims handling and customer support. The interactive, visual collaboration enabled by co-browsing allows agents to deliver personalized, real-time assistance when prospects and policyholders need it. The interactive experience helps new customers navigate the complexities of online form submissions and can reduce the chance of process abandonment before completion. As a result, insurers see improvements in claims resolution efficiency, customer satisfaction (CSAT) and loyalty (NPS) scores, increased policy renewal rates and reduced customer churn. 

Insurance customers look for convenience, transparency, and simplicity. With so many providers available, the slightest friction during policy selection can cause potential customers to look elsewhere. Online claims submissions within the personal and property insurance markets can be challenging. Pursuing a claim can be an emotional experience, and if incorrect information is submitted, it can lead to a delay in claims resolution, resulting in poor customer satisfaction.   

Co-browsing simplifies these interactions, providing customers with guidance during complex digital workflows. The sensitive personal information associated with insurance policies prioritizes data security and privacy. Robust user authentication, flexible session initiation methods and comprehensive data redaction capabilities ensure that insurers provide immersive customer support experiences while complying with data privacy regulations.

Cobrowse was designed to address the challenges of operating within regulated industries like the insurance sector. Data masking and redaction tools, including a privacy-first, private-by-default option, ensure sensitive data remains confidential during sales and support engagements. Session recordings and replays provide a detailed record of every co-browsing session, supporting dispute resolution and compliance audits.

In response to a digitally adept user base, insurers offer services across multiple digital channels, with dedicated mobile applications becoming ubiquitous. Cobrowse delivers a consistent co-browsing experience across web platforms, native Android or iOS apps and beyond. 

Universal co-browsing enables agents to accompany customers throughout their digital journey without interruption - from initial information gathering to eSignature. For third-party websites and content, agents retain full use of their toolkit, including laser pointer and annotation, and confidential data reduction remains in place.

With a diverse customer base and multiple interaction points, flexibility is paramount. Cobrowse provides a variety of session initiation methods tailored to insurers’ operational needs. Customers can initiate support sessions through SMS, push notifications, secure 6-digit codes, or via existing communication channels, enabling businesses to deliver secure and responsive customer service at every touchpoint.