In Insurance, Net Promoter Score (NPS) and Customer Satisfaction (CSAT) are the two metrics that together measure the health of the policyholder relationship – and both have a direct line to revenue.  

The Net Promoter Score (NPS) is considered the gold standard of customer experience (CX) metrics. It evaluates the overall bond between a customer and the company, as well as the likelihood that a customer will recommend it to others. While NPS is a relationship metric that measures long-term customer loyalty, CSAT is a transactional metric that measures how satisfied customers are with a specific interaction. What we need to understand is that CSAT is not just a support metric; it is a revenue driver. A higher CSAT correlates with increased customer loyalty and retention. Maintaining a high CSAT is consistently associated with NPS improvement over time.  

According to Retently’s 2025 NPS Benchmark data, the average NPS for insurance in the B2C market is just 23 – among the lowest of any sector tracked. Why do insurance CX metrics stay low? And how do we fix that?   

Why do insurance NPS and CSAT scores stay low?    

The insurers with high NPS aren’t just processing claims faster. They’re making themselves useful on days when nothing goes wrong. Low NPS and stagnant CSAT share a common root cause, i.e., touchpoint scarcity. To drive Lifetime Value (LTV) and secure market share, insurance carriers must shift from being claim-centric and adopt a model of continuous, proactive utility.  

Embedded benefits, including integrated mobility services like car washes, parking, and gas discounts, transform insurance from a dormant legal requirement into a functional daily utility.  Insurance carriers can actively leverage this to improve NPS and CSAT.    

Embedded benefits help transform the relationship between policyholders and insurance companies from rare, often negative interactions (claims) into frequent, positive value moments. Building frequent non-claim touchpoints ensures that policyholders derive tangible ROI from their premiums long before a claim is ever filed. This makes you stand out among price-driven competitors. By strategically adding these benefits, you can address the root causes of low CX metrics.   

Build policyholder loyalty through everyday value moments  

Continuously engaging with customers through embedded benefits provides meaningful, everyday savings on services such as parking, car washes, and maintenance. These daily/weekly moments keep your brand top of mind with your customers. These positive interactions strengthen the relationship between the insurer and the policyholder and build long-term loyalty. By offering value outside of claims, insurance carriers can reduce churn because customers feel the benefit of their policy immediately and regularly.  

Improve insurance CSAT scores with frictionless embedded benefits 

CSAT improves when policyholders have frictionless experiences. And embedded benefits are one of the most direct ways to create them. By creating a better-than-expected experience, you can boost CSAT. For example, a tangible offer like $100 toward auto glass repair or gas discounts (up to 25¢/gal) delivers the kind of positive surprise policyholders rarely associate with their insurer. Platforms like Way+ are purpose-built to deliver high-quality, easy-to-use services that eliminate common friction points.  

Differentiate your insurance product in a price-driven market  

Since most insurance products are nearly identical, customers choose policies based solely on price. This is a major reason for low NPS. Integrating everyday auto services allows a carrier to stand out in a crowded market. When customers receive unexpected value like roadside discounts or EV charging, they become active brand advocates.  

The benefits described above create better policyholder experiences and generate measurable financial returns. Let’s take a look at what the data show.    

How embedded benefits deliver bottom-line ROI for insurers  

According to research by Frederick Reichheld of Bain & Company, a 5% improvement in customer retention can increase profits by 25% to 95%. This means adding embedded benefits doesn’t just satisfy your customers; it directly improves profitability.  

Insurers using Way+ specifically report a 30% increase in customer retention and a 44% boost in brand engagement. By integrating Way+, insurance carriers can capture a share of the thousands of dollars car owners spend annually on mobility.  

Conclusion 

Embedding benefits is one of the most effective and measurable ways to improve and sustain NPS and CSAT scores, moving insurers away from a reactive service model toward a proactive value model built on everyday utility. Insurers who act on this shift now will build the kind of policyholder loyalty that no price war can erode.