Case Study: If P&C Insurance improves customer conversations with Attensi gamified training

If P&C Insurance Training breeds trust for Nordic insurer

If P&C Insurance, a major Nordic insurer, sought to transform its training to ensure customer-facing staff could expertly advise clients on the perfect blend of insurance products. The challenge was to build the trust and long-term relationships that are vital in the insurance sector by perfecting sensitive customer conversations, particularly around identifying gaps in personal insurance coverage. To achieve this, they partnered with Attensi to implement its gamified simulation training.

Attensi co-created 10 realistic, true-to-life simulation modules with If P&C, allowing employees to practice complex customer interactions in a safe, risk-free environment. The results were significant, with the training closing 78% of knowledge gaps. Furthermore, 95% of employees said it would make them better at discussing personal insurance, and 94% reported using what they learned. The success led If P&C to quickly scale the Attensi solution across multiple countries.

If P&C Insurance

Steffen Leth-Olsen

Team Leader | Customer Center