During the NAMIC Annual Convention in San Diego, I had the chance to step away from sessions for a few hours and visit the San Diego Zoo. Watching families light up as they saw giraffes stretch toward the treetops or laughed at the antics of penguins splashing around, I was reminded of something simple yet profound: the best experiences don’t just meet expectations; they create wonder. Delivering those moments is at the heart of improving the policyholder experience in insurance.
That moment of joy, surprise, or comfort, the “WOW moment,” is exactly what policyholders crave from their insurance partners, especially in times of uncertainty.
Back at the convention, sessions like Emerging Technology in Claims underscored how far our industry has come, but also how far we still have to go. Automation tools, AI, and drones are readily available, but their adoption has been slowed by old systems, regulatory concerns, and ROI debates.
As I looked around the event at all the folks valiantly focused on bringing new solutions to our industry, the takeaway for me was clear: technology alone doesn’t create WOW. It’s when tools are applied thoughtfully and in service of people that they transform the policyholder experience in insurance.
One panel I sat in on, Innovation in Action, reinforced this. Whether it was about predictive insights, risk mitigation, or real-time decision-making, the unifying theme was that innovation is most powerful at the intersection of trust, partnership, and customer care. That’s where the real progress happens in improving the policyholder experience in insurance.
This idea really resonated with me, not because it’s so profound, but because at Covenir, we see that intersection in action every day. It’s where back-office efficiency meets empathy on the phone. Where claims support becomes reassurance in a crisis. Where policy servicing becomes peace of mind.
This brought me back to thinking about my experience at the zoo. There, the magic wasn’t in the cages or the pathways. It was in the moments of connection.
Insurance should be no different.
Policyholders may forget policy numbers and premium breakdowns, but they never forget how we make them feel.
That’s why at Covenir we focus on:
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Customer care that feels human and empathetic
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Claims support that turns disruption into reassurance
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Policy servicing and back-office support that enables insurers to focus on strategy
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Print & Distribution services that deliver policy documents, communications, and materials reliably and on time, including same-day legal notices
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Innovative partnerships that scale with evolving expectations
Final Thought
NAMIC reminded me, and the Zoo illustrated perfectly, that it’s not enough to do our jobs well. We must strive for those WOW moments that turn transactions into experiences, and experiences into lasting trust that improve the policyholder experience in insurance.
At Covenir, that’s exactly what we deliver: helping insurers impress policyholders by creating experiences worth remembering.
Want to learn how Covenir can help you WOW your policyholders, let’s chat.