Skip to content

Customer Experience in the Life Insurance Industry: LIMRA’s Customer Experience Model and Industry Benchmarking Program

Todd A. Silverhart, Ph.D., LLIF 4/3/2018

Bridge what is known about general customer experience practices with the needs of life insurers.

Download Your Reports

No part of any report may be reproduced or translated without written permission from LIMRA. Please contact Customer Service for further information.

Industry Issues

Today’s business executives are increasingly looking to enhance customer focus as a path to the growth of their business. They are focusing on the need to become more customer-centric across the range of industries, not just financial services. Yet there are distinctive characteristics associated with life insurance that make managing the customer experience different from other products.     

Key Findings

This paper discusses observations on the intricacies surrounding customer experience when it comes to the life insurance industry, shares the thinking behind LIMRA’s model of customer experience, and outlines the industry benchmarking program based on that model.     

Related Resources

Related MarketFacts Articles

LIMRA's flagship publication.

Cx for Life

Sep 25, 2018

Today’s business executives are increasingly looking to enhance customer experience (Cx) as a path to business growth.

MARKETS: How Liquid Expectations Shape the Customer Experience

Jul 11, 2017

Many of us regularly hear the premise that customers’ experiences in any product category shape their expectations for interactions with all other types of companies.

MARKETS: “No Soup for You”: The Importance of Customer Experience

Dec 11, 2016

Over the past few years, LIMRA has positioned ourselves as a resource for members on issues related to managing customer experience.

The Call for Contact: Trends Shaping the Contact Center of the Future

Apr 11, 2016

At LIMRA, we often cite three broad forces that are causing disruption in the financial services industry: changing demographics, evolving technology, and expanding regulation.

Related Research

2024 Insurance Barometer Study

The Insurance Barometer is an annual study that tracks the perceptions, attitudes, and behaviors of adult consumers in the United States, with a particular focus on life insurance.

Securing the Future

New data from the 2024 Insurance Barometer Study — 42% of American adults say they need (or need more) life insurance, representing a life insurance need-gap for about 102 million adults.

Securing the Future

New data from the 2024 Insurance Barometer Study — 42% of American adults say they need (or need more) life insurance, representing a life insurance need-gap for about 102 million adults.

2023 Insurance Barometer Study

The Insurance Barometer is an annual study that tracks the perceptions, attitudes, and behaviors of adult consumers in the United States, with a particular focus on life insurance.

Cross-Selling Life: The Consumer Perspective

Would a better understanding of consumer attitudes, preferences, and experiences related to purchasing auto, homeowners, and life insurance from a single company help multi-line companies with their cross-selling efforts?

Meet the Project Director

Todd A. Silverhart, Ph.D., LLIF

Silverhart is responsible for directing select strategic research initiatives as well as implementing and managing processes to assure the quality of LIMRA and LOMA’s research program. Todd oversees the development of research agendas, the practices followed in conducting research, and the procedures for assuring the quality of research deliverables.

A frequent industry speaker and author, he also serves as staff representative for LIMRA and LOMA’s Customer Insight Advisory Council.

Having joined LIMRA and LOMA in 1988, Silverhart previously served in LIMRA and LOMA’s Assessment Solutions unit, where he conducted producer and field manager selection research, consultation, and product development. From 2000 to 2019 he managed various LIMRA and LOMA research functions including Technology in Marketing and Distribution, Markets, and Insurance Research.

Silverhart is a graduate of Middlebury College and received his Ph.D. in industrial and organizational psychology from Old Dominion University.

Corporate Vice President Research Quality & Markets Research
LIMRA and LOMA
tsilverhart@limra.com


For more information, please contact tsilverhart@limra.com.

You May Also Like...

Customer Experience Benchmarking Program for Life Insurance

Optimize customer experience for the uniqueness of life insurance.

Customer Assurance Program (CAP™)

Spot problematic sales and benchmark results against industry standards.

Custom Research and Consulting

Research tailored to your individual business needs.

Did you accomplish the goal of your visit to our site?

Yes No