Finding the human signal in digital insurance
The insurance industry is racing toward automation, from AI claims handling to predictive underwriting. Yet, the heart of the business remains profoundly human. Policyholders still crave reassurance, not just results, and employees still learn best through connection, not compliance checklists.
That’s where video has quietly become insurance’s most powerful communication tool. It blends clarity with empathy, data with storytelling, and automation with humanity.
Across the enterprise, leading insurers are using video to make every interaction from policy onboarding to internal training more personal, more understandable, and more human.
Why video matters in insurance—inside and out
According to Wyzowl’s 2024 Video Marketing Report, 78% of consumers prefer learning about products or services via video, while 75% of employees say video helps them retain information better than text.
For insurers facing increased regulatory complexity, rapid digitization, and rising customer expectations, video isn’t just a marketing tool but a strategic necessity. It helps both policyholders and employees understand faster, act sooner, and feel more confident.
With enterprise-ready video platforms like SundaySky Create, insurers can scale video communication across departments, ensuring every message stays accurate, compliant, and on-brand.
The top 6 ways insurers will be using video in 2026
1. Customer onboarding and policy education
From coverage overviews to ID card instructions, personalized video explainers help new policyholders understand their benefits in minutes.
Instead of mailing thick welcome packets or relying on jargon-filled PDFs, insurers are replacing static documents with dynamic video walkthroughs that answer common questions and reduce call volume.
Results: Faster activation, fewer support calls, and higher satisfaction scores.
2. Claims status updates and process guidance
Filing a claim is often the most stressful moment in the customer journey. Short, scenario-based videos guide policyholders step-by-step: explaining what’s next, how long it takes, and what to expect.
Interactive and empathetic claim updates not only reduce confusion and inbound calls but also improve trust during a difficult time.
Some insurers using personalized video have seen claim-related call reductions of up to 18%, freeing up agents to focus on high-touch cases.
3. Renewals, cross-sells, and retention
Renewal time is an opportunity to strengthen relationships, not just send reminders. Personalized videos can recap a customer’s coverage, highlight loyalty benefits, and suggest relevant add-ons like home-bundle or life coverage.
SundaySky clients in financial services and insurance report up to 800% increases in digital engagement and 2x higher customer health scores when using dynamic, data-driven video.
4. Internal training and compliance education
Insurance organizations face ongoing regulatory updates from HIPAA to data privacy to fraud prevention. Traditional LMS modules are often outdated before the next compliance cycle begins.
Video-based training changes that.
Teams can create, update, and distribute content fast without re-filming or re-editing.
Use cases include:
- Compliance and ethics training
- Product education for agents and brokers
- Customer empathy and communication skills
- Leadership development
With SundaySky Create, L&D teams can update content instantly, localize across 29+ languages, and track completion rates all within a secure, enterprise-grade environment.
5. Employee communication and culture
Beyond customer engagement, insurers are also using video for internal communications—from CEO updates to change management to DEI initiatives.
Video helps leaders convey vision and empathy across distributed teams. Employees see and hear their leaders, driving higher transparency and morale.
SundaySky’s brand governance tools ensure every internal message stays compliant and on-brand, no matter who creates it.
6. Marketing and brand storytelling
In a category where trust is everything, video brings human stories to life. Leading insurers use video to:
- Explain complex policies through animation
- Share customer impact stories
- Highlight community initiatives
- Humanize their brand across social, web, and email
According to Think with Google, 70% of consumers say video helps them feel more connected to a brand.With SundaySky Amplify, marketing and sales teams can produce personalized, compliant video content quickly without sacrificing brand consistency.
Real-world impact: What insurers are seeing
UnitedHealthcare, one of the world’s largest health insurers, uses SundaySky video experiences to simplify benefits communication and improve member education. Their personalized videos help members understand coverage faster and take action on preventive care, reducing confusion and improving overall satisfaction.
Across financial services and insurance, customers using SundaySky report:
- 800% increases in digital engagement
- 2x higher customer health scores
- Faster onboarding and higher training completion rates
These outcomes aren’t just about technology; they reflect how video can transform the way insurers communicate with every audience.
How to get started with video in insurance
Step 1: Map the journey
Identify high-impact communication moments both external and internal.
- External: Claims, renewals, onboarding
Internal: Compliance training, tool rollouts, CEO updates
Step 2: Choose a scalable, secure platform
Look for a platform with:
- Enterprise-grade compliance (SOC2, HIPAA)
- Built-in brand governance
- Role-based permissions for cross-functional teams
- AI tools for easy creation, localization, and updates
Step 3: Personalize and measure
Start small with one use case, then expand. Track engagement, call reduction, training completion, and renewal outcomes to prove value and optimize.
The future: Intelligent video across the enterprise
In the next few years, expect to see:
- AI-powered personalization for policyholders and employees
- Multilingual localization in real time
- Data-driven analytics to optimize every message
As insurers face mounting complexity, video will remain the most effective way to educate, engage, and empower every audience.
See how SundaySky helps insurers lead with video
Ready to transform how your organization communicates?
Book a demo to see how other insurance companies use personalized video to simplify communication and elevate both customer and employee experiences.
