In today’s insurance market, customer trust is harder to earn—and easier to lose—than ever before. Yet many quality programs are still stuck in outdated methods, focusing on compliance or claims alone, and missing the deeper behaviors that drive satisfaction, loyalty, and retention.
The State of Quality in Insurance goes deeper. We analyzed over 400 real mystery shopper calls to leading carriers. Using advanced AI, we uncovered the hidden behaviors that build—or break—trust in a single conversation.
What we found has implications far beyond homeowners insurance. Whether you're selling policies, resolving claims, or enabling agents, this report is for you.