Bill design can impact insurance policy renewals

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When research told Farmers that their bills were having an adverse effect on customer loyalty, they launched an initiative to redesign the bill and supporting documents.

 

Solution

• The scope included the entire billing lifecycle – new policies, renewals, changes, overdue premiums, reinstatements and cancellations.

• The new design consolidates billing for multiple policies (auto and home insurance) and covers the full range of bill scenarios.

• More than a dozen prototypes were created and research specialists tested them in one-on-one interviews with Farmers customers.

 

 

Results

The interviews confirmed that the new bill design met customer expectations, including:

• content provided everything customers needed to confirm the accuracy of their bill

• information was clear and easy to understand

• the contemporary look and feel, style and tone matched what customers expected from the Farmers brand.