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Cases Baloise Insurance

Increasing broker satisfaction to grow your market share

Thanks to Hello Customer, we can base our recommendations for improvements on objective customer data. The platform quickly shows us which issues are considered important per customer segment and what we should focus on, supported by numbers.
Gert Vanuytsel
Baloise Insurance
Industry Insurance
Full case study

4 pages

Baloise’s challenges

Baloise Insurance is part of the Swiss holding company Baloise Group. This insurance company has a network of brokers, partner-brokers and non-partners, who are responsible for offering insurance solutions for individuals and companies. Their revenues and growth depend on the results achieved by the brokers who sell their insurance products. Baloise want to increase their growth, they want to evaluate the level of satisfaction of their brokers thanks to customer feedback.

Their challenges:

  1. Understand what drives the broker satisfaction and NPS. As the first point of contact, brokers have a great influence on whether the end-customer will purchase a Baloise product or not.

  2. Establishing a customer-centric mindset throughout the company. Customer centricity is a top priority for the insurer, they want everyone in the organization to understand the impact they have on the customer.

  3. Prioritize customer issues based on the data. The CX team at Baloise writes recommendations for executive management. Customer data helps to support their recommendations and give targeted advice. To write recommendations for management, Gert needs to base his reports on enough customer data.

With Hello Customer, we have the data that conclusively shows what the customers expect us to improve, and we can give it more weight.
Gert Vanuytsel
Responsible Broker and Customer Satisfaction

Get to know how

✔️ Baloise Insurance increased broker satisfaction thanks to customer feedback.

✔️ Baloise Insurance ensures the cost-effectiveness of product improvements by combining feedback insights with operational data using an all-in-one feedback platform.

✔️ Thanks to high response rates (55%), Baloise was able to define concrete improvements both on a strategic as on an operational level. 

2013 Founded
+15 Increase in NPS since 2017
55% Response rate to open feedback
+ 18,2% Growth in non-life, surpassing the market
Top 4 Life insurance companies
289,000 Claims handled last year
1000 Broker partners in their network

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