AI Customer Journey in Insurance: What to Expect in 2025

The insurance customer journey refers to the steps a person takes when engaging with an insurance company, from researching policies to filing claims.

This journey involves many touchpoints like getting quotes, buying a policy, managing it, and seeking help when a claim is needed. Understanding this process helps companies improve how customers experience their services, making things smoother and faster.

When we talk about the AI customer journey in insurance, we mean how artificial intelligence technology supports and enhances each step of this process. AI can help by quickly answering questions, analyzing the best policy options based on customer data, or speeding up claims handling.

For example, a customer might start by chatting with a chatbot that uses AI to find the best quotes tailored for them. Later, if they need to file a claim, AI tools can automatically review the claim details and approve simple cases without human intervention. This makes the experience faster and less frustrating.

Here are some common areas where AI transforms the insurance customer journey:

• Personalized policy recommendations

• Automated customer support through chatbots

• Fast damage assessment and claim approvals

• 24/7 availability without waiting on hold

Advanced AI solutions go even further by using voice recognition and natural language processing to interact with customers by phone.

For instance, Strada's AI phone agents automate insurance calls, turning conversations into immediate actions that streamline customer journeys and boost agent efficiency. These AI agents can understand customer requests in real time and route or resolve issues without delay.

By integrating AI across these stages, insurance companies can reduce errors, save time, and make sure customers feel supported at every step. The AI customer journey represents a shift from traditional methods to smarter, more connected experiences that benefit both insurers and their customers.