Customer Experience

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Highlight

+61 Net Promoter Score

The highest Net Promoter Score(NPS), or loyalty metric, in Marsh McLennan’s corporate segment for overall experience

We strive to provide great experiences for our customers, agents and brokers at every touchpoint, from sales to claim servicing. To meet evolving consumer and business expectations, we are investing in technologies, capabilities and talent to deliver fast, personalized service across platforms, with the goal of being the undeniable choice for the customer and an indispensable partner for our agents and brokers.

Approach

At the heart of who we are is our promise to take care of our customers. In the best of times, our products and services provide our customers with the security to grow and thrive. When disaster strikes, that promise can mean helping replace a totaled vehicle or helping get a roof repaired. In every case, a Travelers policy means a trusted relationship that can last years, even generations, and brings value to our customers, our enterprise and our shareholders.

We recognize that to deliver on our promise and to produce industry-leading returns over time, we need to understand our customers’ changing needs and expectations, which are increasingly shaped by their experiences both inside and outside the insurance industry. Meeting and exceeding those expectations require us to keep the customer at the heart of everything we do and collaborate with our agent and broker partners to provide a seamless and consistent experience across all interactions and touchpoints.

Our Head of Customer Experience, a member of our Operating Committee, leads our enterprise-wide efforts to enhance our customer experience. We regularly conduct customer research to gain a real-time understanding of our customers’ needs. We also rely on our data and analytics expertise to develop intelligent models that help us predict and provide for their needs throughout the customer life cycle. We use these learnings to strategically invest in technologies, capabilities and talent that enable us to offer faster, nimbler, more digital and more personalized customer experiences. Through these efforts, we continue to drive one of our three innovation priorities – to provide great experiences for our customers, agents and brokers.

Marsh McLennan, the largest insurance broker in the world, tracks its broker experience with insurance carriers. In 2023, for the second year in a row, Travelers received a 61 Net Promoter Score (NPS) – the highest NPS score received among carriers in Marsh McLennan’s corporate segment for overall experience. NPS is a widely utilized customer experience metric to measure advocacy and experience. Providing exceptional experiences for our customers and our agent and broker partners will continue to be one of our top priorities.

Our focus on customer experience has earned us recognition across the industry. Here are some examples:

Forbes named Travelers one of the Best Small Business Insurance Carriers (2023).
U.S. News ranked Travelers in the top 10 for Best Car Insurance Companies (2023).
U.S. News named Travelers one of the Best Workers Compensation Insurance Companies (2023).
TrustedChoice.com named Travelers the Best Small Business Insurance for Professional Liability (2023).
Insurance Business America awarded Travelers with a 5-Star designation in three categories: Best Construction Insurance Companies in the U.S., Top Cyber Insurance Companies in the U.S. and the Best Professional Liability Insurance Providers (2023).
American Customer Satisfaction Index ranks Travelers in the top five for satisfaction among P&C insurers (2023).

Ultimately, the results of our customer experience efforts are reflected in our very strong customer retention rates.

Customer retention rates (as reported as of December 31, 2023)

Business Group	1Q’22	2Q’22	3Q’22	4Q’22	1Q’23	2Q’23	3Q’23	4Q’23
Domestic Business Insurance (excluding National Accounts)	87%	86%	86%	87%	87%	87%	87%	87%
Domestic Business Insurance: Select Accounts	83%	83%	83%	83%	85%	85%	85%	85%
Domestic Business Insurance: Middle Market	89%	89%	89%	90%	89%	89%	89%	90%
Domestic Bond & Specialty Insurance: Management Liability¹	85%	88%	89%	90%	89%	91%	91%	90%
Domestic Personal Insurance: Automobile²	85%	84%	84%	83%	82%	82%	82%	82%
Domestic Personal Insurance: Homeowners and Other²	85%	85%	85%	85%	84%	84%	84%	84%
Total International Insurance¹	81%	85%	80%	84%	84%	85%	84%	84%
¹This ratio excludes surety and other products that are generally sold on a non-recurring, project-specific basis. International Insurance also excludes the 2023 quota share arrangement with Fidelis. ²This ratio represents the expected number of renewal policies that will be retained throughout the annual policy period to the number of available renewal base policies. Note: Statistics are in part dependent on the use of estimates and are therefore subject to change.