Customer Experience: Human-Centered Design

In service of our vision to be the undeniable choice for the customer and an indispensable partner for our agents and brokers, we strive to provide great experiences at every point in their journey with us – from helping them assess their insurance needs to assisting them with their purchase of insurance products and services and, should the need arise, resolving their claims. To meet evolving consumer and business expectations, we continue to invest in technologies, capabilities and talent to deliver fast, personalized service across our platforms.

We work hard to provide our customers with compelling and frictionless experiences and products that help simplify their lives and provide peace of mind. We understand the importance of a human connection, especially when a customer experiences a life event such as buying a new home or investing in their business. We also understand the growing importance of new technological capabilities that meet customers and agents where they are and allow them to easily interact with us in their channel of choice. By continually enhancing our digital and virtual capabilities, we are better able to help our customers protect what is important to them, keep themselves and their employees safe and well, and get them through a covered loss.

We remain committed to maintaining the human touch while delivering this exceptional digital experience. Here are some of the ways we work hard to do that.

Making sure we have the right people	We aim to attract, hire and develop employees with empathy, integrity and professional expertise. Our goal is to hire and nurture people who care about the long-term success of Travelers, which includes caring about the well-being of our customers and providing exceptional service to our customers and agent and broker partners.
Cultivating a culture of caring	We are the beneficiaries of a long-standing culture anchored in trust – the trust we earn from our customers in challenging times and the trust we place in each other and our agents and brokers every day. The importance of the Travelers Promise – our commitment to take care of our customers, our communities and each other – is deeply ingrained in our employees and is the purpose that brings them to work each day with energy and enthusiasm.
Taking a human-centered approach	Designing exceptional experiences for our customers is both an art and a science. We continually test, learn and listen to feedback so we can better craft, monitor and optimize experiences across all lines of our business, using an outside-in, human-centric approach.
Providing product and loss consultation	Customer experience starts with ensuring that customers have the right product coverage for their risk management needs. Then, in the event of a loss, we have an innovative workflow that gives customers the option of being better informed about coverage, deductibles and the claim process prior to filing an insurance claim.

Leveraging data and analytics to enhance the customer experience

We leverage our deep expertise in data and analytics to support decision-making and drive informed and thoughtful experience design and customer-focused innovation. Our data and analytics advantage, augmented by the latest technology and our scientific models, is significant and difficult to replicate. Ultimately, these capabilities lead to a better customer experience across the customer life cycle – at the time the customer purchases a policy, during the time they remain a Travelers customer and in the event of a loss.