Transforming Policyholder Communication: The Policyholder's Journey
Date: 2025-09-10
We are all now very familiar with the “buyers journey” – determining where a prospect is in regards to their propensity to buy your product and then determining the best set of communication to help them through that journey to buy your product or solution.
Recently Insurance Nerds has been working with OSG around the concept of the “policyholder’s journey”. Under the same idea as the buyers journey, the policyholder’s journey seeks to meet the policyholder where they are and guide them to a successful and satisfactory (or even delightful) outcome). Typically for most insurance organizations, there are one and maybe two touch points they have with policyholders…the renewal and potentially a claim or billing issue. And typically those touch points are usually anything but empathetic and humanizing. Often the opposite – adversarial.
In this LinkedIn LIVE webinar, Leslie Sapienza of OSG and Miguel Edwards will discuss transformation in policyholder communications. Moderated by Nick Lamparelli we will discuss
Exploring the Policyholder Journey
– Define the concept of the policyholder journey.
– Identify key touch points in the journey: onboarding, renewals, claims, and customer service.
Modernizing Communication Strategies
– Discuss how insurers can shift from workflows to customer journeys.
– Highlight tools and technologies driving transformation (AI, machine learning, integrated platforms).
– Showcase examples of successful personalized communication strategies.
The Role of Empathy and Personalization
– Explain the importance of empathy in building stronger relationships.
– Practical tips for embedding empathy into communication at every touchpoint.
The webinar will be held September 10th at 3pm ET/ 12pm PT.