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To stand out in today's competitive P&C insurance markets, Verint, the automation and customer experience software company, says carriers must ask and answer the following questions:

1. How healthy is our customer satisfaction?
2. What's driving customer satisfaction?
3. How can customer satisfaction be improved?
4. What engagement channels offer the best opportunities for customer education and organizational insights?
5. What matters most to our customer?
6. How can we ensure customers have what they need to succeed?
7. How can we continue to build trust and loyalty?

"As consumer behavior continues to evolve and expectations rise, it's important to have insight into how your customer engage with you — at every touchpoint during every step of the journey," Verint researchers write at the outset of the report titled "Verint Experience Index: Property & Casualty Insurance."

In late 2021, the firm surveyed 3,800 insurance customers to answer some of the questions outlined above. Responses were paired with Net Promoter Scores to rank top P&C insurance carriers based on customer experience.