5 Reasons Insurance Companies Are Using Video to Improve Client Experience
In an industry known for dense policies, complex claims processes, and often impersonal customer service, insurance companies are turning to a powerful tool to bridge the communication gap: video. From onboarding to claims processing, video content is revolutionising the way insurers connect with and support their clients.
Why Video?
Video has become one of the most effective forms of communication. It’s engaging, easy to digest, and versatile. According to a report by Wyzowl, 96% of people say they’ve watched an explainer video to learn more about a product or service. Insurance companies have taken note — and are now leveraging this format across several touchpoints in the customer journey.
1. Explaining Policies with Clarity
Insurance policies are notorious for legal jargon and fine print. To make this information more digestible, insurers are creating short explainer videos that break down:
- What different types of coverage mean (e.g., collision vs. comprehensive)
- Key policy inclusions and exclusions
- How premiums and deductibles work
These videos help demystify the details, improving customer understanding and reducing confusion – and calls to customer support.
2. Personalised Welcome and Onboarding Videos
Many companies are now sending personalised welcome videos after a customer purchases a policy. These videos may include:
- A thank-you message from an agent
- A brief overview of the customer’s specific policy
- Instructions on how to access their account or file claims
This creates a more human experience and establishes trust early in the relationship.
3. Streamlining the Claims Process
Filing a claim can be one of the most stressful parts of an insurance experience. Insurers are using video in two key ways to improve it:
- Explainer videos that guide customers step-by-step through filing a claim online or through an app.
- Video uploads from clients, allowing them to record and submit evidence (e.g., car damage, home flooding) directly from their smartphones. This speeds up processing and increases accuracy.
Some insurers even allow video conferencing with adjusters, enabling faster inspections and resolutions without an in-person visit.
4. Marketing and Customer Testimonials
Videos are also an effective tool for building brand trust and showcasing real-life stories. Insurance companies are producing:
- Customer testimonial videos highlighting positive experiences
- Short documentaries or lifestyle videos about protecting what matters most
- Educational series on how to prepare for disasters, avoid accidents, and reduce risk
These emotionally engaging videos build a connection with the brand and educate audiences in a meaningful way.
5. Training and Support for Agents
Internally, insurance firms use video to train agents and support staff. These include:
- Onboarding videos for new hires
- Product training sessions
- Simulated customer interaction videos
This helps ensure consistent service across teams and improves employee knowledge and confidence.
Final Thoughts
Video is no longer just a marketing tool – it’s an essential part of customer service and communication in the insurance sector. As consumer expectations continue to rise, especially among younger, tech-savvy clients, insurers that embrace video are better positioned to build trust, improve transparency, and ultimately retain loyal customers.
Whether it’s a 30-second explainer or a personalised onboarding message, a well-crafted video speaks volumes.
Interested in how your insurance business can implement video strategies? Contact us for a consultation or explore tools that help you get started with video communication.