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Insurance has been around for thousands of years and frankly the underlying concept hasn't changed much since that time. Except now everything’s going digital, and insurance companies have to keep up to stay relevant. Sure, automation and self-service make things more efficient, but let’s be real—when someone’s dealing with a tricky policy, filing a claim, or running into issues, they still want to talk to a real person who can help them figure things out.
To bridge this gap, more and more insurers are turning to co-browsing: a secure, real-time collaboration tool that enables agents to guide customers through digital processes effortlessly. Unlike traditional screen-sharing, co-browsing ensures privacy and compliance while delivering a seamless customer experience.
In this article, we’ll explore five key ways co-browsing enhances the insurance customer journey, improving efficiency, reducing frustration, and ultimately driving stronger customer relationships.
5 ways co-browsing helps insurance teams improve customer experience
1. Assisting with policy selection
Choosing the right insurance policy can be overwhelming, leading many potential customers to abandon the process altogether. Agents often struggle to effectively communicate policy details over the phone or through email, making it difficult to keep customers engaged.
Co-browsing changes this by enabling agents to visually assist customers in real-time. By highlighting key policy details, comparing coverage options, and clarifying terms interactively, insurers can simplify the selection process. This direct engagement not only improves the customer experience but also increases conversion rates.
2. Navigating claims submissions
Submitting an insurance claim is often a frustrating experience due to complex forms, missing documents, and misunderstandings about requirements. These issues can slow down processing times, leading to repeated submissions and dissatisfied customers.
With co-browsing, agents can guide policyholders step by step, ensuring all required fields are correctly filled out and necessary documents are uploaded without confusion. This proactive support eliminates common errors, accelerates claim approvals, and ultimately leads to a more efficient claims management process.
3. Troubleshooting technical issues
Self-service portals are a staple of modern insurance companies, but customers frequently encounter login issues, form errors, and difficulties uploading documents. Relying solely on phone support to resolve these problems can be inefficient and frustrating for both customers and support teams.
Co-browsing offers a more effective solution by allowing agents to see exactly what the customer is experiencing and guide them through troubleshooting in real time. Unlike traditional screen-sharing, this technology ensures only the relevant webpage is visible, maintaining customer privacy while significantly reducing resolution times.
4. Onboarding new customers
First impressions matter, and a complicated onboarding experience can push potential customers away. Setting up accounts, activating policies, and navigating digital platforms should be simple, yet many policyholders struggle with the process.
With co-browsing, insurers can provide a smooth onboarding experience by walking customers through account setup and platform features in real time. This hands-on assistance ensures new policyholders feel confident using digital tools, increasing customer engagement and long-term retention.
5. Addressing errors in applications or renewals
Mistakes in applications, payment details, or renewal forms can lead to delays, coverage gaps, and unnecessary frustration. Without the right support, customers may struggle to correct these errors, leading to inefficiencies and potential revenue loss for insurers.
By using co-browsing, agents can step in immediately to identify and correct mistakes, ensuring smooth application processing and timely renewals. This proactive approach boosts efficiency, strengthens customer relationships, and reduces the likelihood of service disruptions.
Why a simple screensharing app isn’t enough
While traditional screen-sharing tools exist, they lack the security and regulatory compliance required in the insurance industry. Co-browsing offers insurance-specific advantages, including:
1. Security and privacy compliance
Unlike screen-sharing, co-browsing only shares a specific webpage or tab, ensuring that sensitive personal and financial data remains private. Achmea, for example, improved customer interactions by using Surfly’s secure solution, protecting sensitive data while engaging with clients.
2. Regulatory compliance
Insurance companies operate in a highly regulated environment. Co-browsing platforms (like Surfly 😉) log sessions, track interactions, and provide audit trails, ensuring compliance with GDPR, HIPAA, and other industry regulations.
3. Ease of use for customers
Empire Life faced fragmented digital sales, requiring advisors to switch between multiple applications. By integrating Surfly’s co-browsing technology, they unified the sales process, enabling real-time collaboration with clients and saving significant time and resources.
4. Interactivity and control
Co-browsing allows agents to highlight sections, assist with form completion, and guide navigation—all without needing to take full control of the customer’s screen. This improves transparency and trust during interactions.
5. Session-specific functionality
Co-browsing sessions are temporary and secure, ensuring that once the session ends, agents no longer have access to the customer’s screen, reducing risks associated with unauthorized access.
Why insurance companies should use Surfly
Co-browsing is transforming insurance operations, helping companies improve efficiency, boost compliance, and increase customer satisfaction. By integrating co-browsing software into their workflow, insurers now can:
- Simplify policy selection
- Accelerate claims processing
- Optimize self-service portals
- Improve customer onboarding
- Prevent costly application errors
Ready to provide a best-in-class digital customer experience? Discover how Surfly’s co-browsing technology can help you provide seamless, compliant, and personalized support.
