Insurance policyholders want clarity, reassurance, and proactive guidance from the companies they work with. But for insurers, delivering that consistently across onboarding, billing, claims, and renewals is easier said than done.
This is where personalized video changes the equation. By making complex information easier to understand and tailoring messages to each policyholder’s needs, video helps insurers build trust, reduce friction, and strengthen loyalty.In this post, we’ll look at how to engage customers in insurance across every stage of the journey, and why video is an essential tool for customer connection.
From transactions to trust: Rethinking insurance customer engagement
What does customer engagement in insurance really mean? Insurance interactions are often functional: think policy documents, billing notices, and renewal letters. Customers may get the information they need, but not always the clarity or empathy they want. This gap can erode loyalty and make insurers vulnerable to churn.
The opportunity lies in reframing insurance customer engagement as an ongoing, personalized dialogue. Insurers who connect with customers on their terms (not just when it’s convenient for the insurer) build stronger, longer-lasting relationships.
Recent research shows:
- Carriers that lead in customer experience see higher revenue growth and retention than their peers (McKinsey).
- 70% of consumers prefer personalized engagement, yet only 27% of insurers feel they deliver it (WiFiTalents).
Video is one way to close this gap, turning every communication into a chance to guide, reassure, and connect.
Onboarding & activation: Starting the relationship right
The first few weeks after a policy is issued can make or break the customer relationship. If onboarding feels overwhelming, policyholders might call support more frequently, delay payments, or disengage from digital tools, which are costly outcomes for both sides.
Video helps insurers deliver onboarding that’s simple, personal, and confidence-building:
- Personalized welcome videos that thank customers and explain coverages in plain terms.
- Digital walkthroughs showing how to use portals and apps for billing, ID cards, or claims.
- Clear policy explainers that highlight deductibles, coverage, and what to do next.
How can insurers engage customers from day one? SundaySky insurance customers report that interactive video helps policyholders clearly understand their coverage and benefits, while also reducing inbound calls by resolving common questions digitally. Customers began their journey informed and reassured—setting the tone for stronger engagement down the line.
Education & transparency: Turning complexity into clarity
Why is clarity important for insurance customer engagement? Because insurance is full of complexity: premium breakdowns, policy updates, and regulatory notices that confuse more than they clarify. Customers often end up calling for help, driving up service costs and frustration.
Video makes these communications easier to digest and more engaging:
- Bill explainers that visually show where each charge comes from.
- Policy change videos that walk through what’s new and why it matters.
- Proactive updates during events like storms, customized to local policyholders.
Because nearly 40% of insurance interactions now happen through digital channels (Gitnux), carriers that prioritize clarity and transparency not only reduce support calls but also strengthen trust with customers.
Claims: Infusing empathy into tough moments
For many policyholders, the claims process defines their perception of an insurer. Stress and uncertainty are high, and if communication feels cold or unclear, customers may lose faith altogether.
Video helps carriers bring empathy into these critical moments:
- Step-by-step process explainers set expectations for timelines and documentation.
- Status update videos keep policyholders informed without the need for repeat calls.
- Catastrophe response content delivers localized guidance and resources when customers need them most.
Research shows 80% of policyholders consider switching after a poor claim experience (Gitnux). By using video to simplify and humanize claims communication, insurers can turn a moment of stress into an opportunity to reinforce trust.
Renewals: Reinforcing value, not just price
Renewals are often reduced to a single question: how much will my premium change? Without added context, customers may see renewal as a transactional event and start shopping elsewhere.
Video reframes renewals as value-driven conversations:
- Personalized renewal recaps highlight the benefits delivered, from claims paid to discounts applied.
- Bundling options are explained in simple visuals, encouraging customers to expand coverage.
- Proactive reminders arrive in a format that feels personal, not automated.
By making renewals about more than cost, insurers can improve loyalty and increase cross-sell opportunities, all while reminding customers of the value they’ve already received.
Personalization: The key pillar of insurance customer engagement
Personalization is no longer a nice-to-have; it’s an expectation. Customers want interactions that reflect their policies, life stage, and needs—not generic, one-size-fits-all messages.
Video personalization goes far beyond inserting a name:
- Dynamic logic ensures each viewer sees only the information relevant to their policy.
- Geo-targeted content tailors updates to regional risks and events.
- Data-driven messaging adjusts content based on claims history, usage, or engagement.
Segmentation combined with personalization can boost campaign effectiveness by up to 20% (Global Banking & Finance). With platforms like SundaySky, insurers can scale these experiences while staying fully compliant and on-brand.
Building loyalty & advocacy in insurance over time
Customer engagement doesn’t stop at onboarding, education, claims, or renewals. The carriers that create lasting loyalty continue to show up for customers in ways that feel authentic and supportive.
Video makes it easy to keep the relationship alive:
- Milestone recognition for safe-driving achievements or policy anniversaries.
- Re-engagement outreach that acknowledges at-risk customers with empathetic solutions.
- Wellness and rewards programs promoted through engaging, personalized clips.
Retention pays dividends: increasing it by just 5% can lift profits by 25–95% (Gitnux). Video helps insurers capture that upside by staying present in the moments that matter most.
Why video is an essential driver of insurance customer engagement
Engaging customers in insurance is about more than information; it’s about connection. Video delivers clarity, empathy, and personalization in ways static documents and emails can’t, helping insurers meet rising expectations while reducing operational strain.
SundaySky’s enterprise video platform makes it possible to:
- Simplify complex policies and processes.
- Deliver empathetic, timely communication during stressful events.
- Reinforce value and loyalty at renewal.
- Ensure brand consistency while enabling personalization at scale.
In short, video turns every interaction into an opportunity to build trust.
Book a demo with SundaySky to see how personalized video can transform your approach to customer engagement in insurance.
