At 100kicks, we recently had the privilege of working with the a marine insurance client, to gain insights for their policy binding journey. To achieve this, we conducted a series of remote discovery interviews with eight members and brokers. Our aim was to understand their pain points, preferences, and where we could identify opportunities for improvement.

We utilized various research methodologies, including service mapping, to help us gain a comprehensive understanding of the policy binding experience. By doing so, we were able to identify several key insights. One of the most notable findings was the importance of relationship management for both members and brokers. Our research also highlighted that clients preferred to receive policy documents that were accurate rather than just fast, and that changes to policy documents could be frustrating due to the need for second authorization.

Furthermore, we identified that email was the primary mode of communication for clients, and that the perceived value of automation was reduced if it did not maintain the quality of service. Despite some initial concerns around the merger, overall, there was a positive view of the client and its future direction.

Overall, our research enabled us to gain deep insights into the client's policy binding journey, and we were able to provide them with a range of recommendations to improve their service.

We really enjoyed this project, so much so, we have our own take on Marine Insurance and Uncertainty have so much in common, read the blogpost Connie Jones’s here.