The Real Insurance Crisis Isn’t Claims—It’s Communication

J.D. Power’s 2025 U.S. Property Claims Satisfaction Study highlights a long-standing problem in insurance: even as digital tools improve parts of the insurance customer experience, poor communication keeps eroding trust.

Ease of Communication Drives the Customer Experience in Insurance

Communication isn’t just part of the process, it’s one of the biggest drivers of customer sentiment in insurance. When insurers make it easy to communicate, customer satisfaction more than doubles.

When it’s easy to communicate with their insurer, policyholders are much more satisfied. In fact, satisfaction scores more than double—rising to 777 from 337—when communication is clear and effortless.

Making communication easier is one of the best ways to reduce frustration from long claims or rising prices. Even when things take time, customers stay calm if they feel informed.

Still, many insurers make it hard. Customers leave voicemails, follow up repeatedly, and wait too long for responses. 82% of customers end up using channels they don’t prefer—and it creates friction.

The Communication Breakdown Starts Early

Communication issues don’t begin with the claim itself. They often start much earlier—during everyday interactions that build (or break) trust.

Each touchpoint matters. When updates are slow, unclear, or inconsistent, customer trust starts to fade.

Insurance is complex, and trust is everything. That’s why clear, consistent communication across every channel is critical. It helps prevent repeat calls, avoids confusion, and keeps your operation running smoothly.

These issues aren’t just theoretical—we saw them firsthand in our Insurance Mystery Shopper Report, where we analyzed 400+ agent interactions across disaster-prone states. The biggest breakdowns? Unclear guidance, generic scripts, and missed opportunities to build trust from the first call.

Why Communication Breaks Down in Insurance

Communication isn’t just frustrating when it fails—it hurts the customer experience and slows everything down.

These are the most common issues we see across insurance carriers, and they’re exactly why more teams are turning to QA software and insurance interaction analytics to stay ahead.

1. Complexity

Bots can handle the basics, like taking payments or sharing claim numbers.

But when customers have a nuanced question—about coverage, eligibility, or a confusing policy—they expect more. If the bot fails and no one follows up, frustration builds fast.

These moments expose gaps in the insurance customer journey and show why smarter quality checks are essential across every channel.

2. Lengthy Processes

From quoting and underwriting to claims and service, insurance involves a lot of waiting.

But the real issue isn’t the wait itself—it’s the lack of communication during those moments.

When customers don’t hear what’s happening, they start to lose trust in the process. Well-run insurance claim audits help teams identify these silent breakdowns early.

3. Lack of Internal Visibility

Many insurers still operate in silos. Teams can’t always see prior interactions across underwriting, claims, or customer service. Even within departments, employees often have to check multiple systems just to find a case status. That slows everything down and leaves customers in the dark.

QA software helps connect the dots. With the right tools, insurers can run insurance quality checks across all channels and respond faster, with better context.

What Customers Expect from Insurers Today

Expectations are changing fast. Customers want better experiences—across every channel, at every step.

✔️ Speed and Convenience

Customers know insurance is complex, but they still want quick answers and clear next steps. They expect real-time updates, self-service options, and a sense that someone’s on it.

Delays and lack of clarity drive attorney involvement—and that’s costly.

The right tools can help insurers catch these delays early and improve how they communicate through each stage of the process.

✔️ Channel Flexibility

Sometimes only a human can explain something clearly or offer the empathy a customer needs.

Other times, a quick answer from a chatbot or automated message is all that’s needed.

The key is letting customers choose. Whether it’s chat, phone, email, or text—flexibility builds trust and makes the experience feel more personal.

✔️ Accuracy and Consistency

Customers expect consistent answers—whether they’re talking to a person or a bot.

In a business built on trust and accuracy, clear communication isn’t optional. It’s essential.

Why Leading Insurers Monitor Every Interaction

There’s a gap between rising customer expectations and the limits of legacy systems—especially when it comes to communication.

Leading insurers are closing that gap by focusing on quality early, not just reacting when things go wrong.

That’s why more teams are adopting a 'QA Everything' approach to strengthen their insurance claims quality assurance programs.

Monitoring every customer interaction gives insurers the full picture. With AI and large language models (LLMs), they can quickly spot friction, uncover frustration trends, and fix broken processes—before those issues turn into costly problems.

Ask yourself:
Is your Claims Quality Program monitoring every interaction?
If not, you could be missing early signs of frustration—and future churn.

The QA Platform for Modern Insurance Teams

MaestroQA gives insurance teams full visibility into every customer interaction, across claims, sales, service, underwriting, and more.

We ​analyze 100% of your conversations—across every channel—and surface the insights that matter most.

No more guessing where communication breaks down or why a claim experience went sideways. By blending operational data with customer experience insights, MaestroQA helps you coach more effectively, improve consistency, and build trust at every step.

Because in today’s market, quality outcomes start with quality communication.

Monitor What Matters, Fix What’s Broken

Give your team the tools to monitor every interaction, fix breakdowns fast, and deliver the kind of experience customers remember—in a good way.

🚀 Request a demo to see how MaestroQA helps insurance teams stay ahead of rising expectations.