The State of Quality in Insurance

What over 400 mystery shopper calls just revealed about the real CX in the insurance industry

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 Yet many quality programs are still stuck in outdated methods, focusing on compliance or claims alone, and missing the deeper behaviors that drive satisfaction, loyalty, and retention.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.

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Trusted by 100K+ team members around the globe

Customer Trust Is on the Line. Are Your Quality Programs Keeping Up?

What You’ll Learn in This Report: 

Key Trends in Agent Communication - Discover the behaviors that build or break trust in real agent-customer conversations based on 400+ calls to major carriers and brokers.

What Today’s Insurance Buyers Really Value - Learn the agent behaviors that drive loyalty and renewals—and how the best agents are standing out in a crowded market.

Where Friction Kills Trust - Identify the friction points that silently erode satisfaction and hurt conversions—and how leading teams are fixing them.

AI Insights That Drive Business Outcomes - See how AI-driven platforms are helping insurers surface hidden quality signals at scale—boosting retention, CSAT, and training impact.

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Quality Assurance
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