INSURANCE & SOCIAL PROTECTION sector

Reinvent customer relations in insurance and social protection

A smooth, efficient customer experience in line with industry requirements.

WHY CHOOSE ODIGO?

For insurance players who want to offer a high-performance, seamless, omnichannel customer experience on a large scale.

ready for the sector

When technology accompanies the world of insurance

Balancing autonomy and support

Customers want to be able to manage their processes autonomously, but also benefit from human support when needed. The challenge is therefore to intelligently balance digitalization and automation (chatbots, self-care) with human intervention to offer a fluid and reassuring experience.

Harnessing data for greater personalization

Technology enables better customer knowledge through data analytics. This makes it possible to offer more personalized, contextualized services tailored to key moments in policyholders’ lives. Semantic analysis, AI and emotion detection are becoming central to meeting expectations precisely.

The rise of InsurTechs and the need to reinvent ourselves

InsurTech startups are shaking up the market with more agile, user-centric offerings. Traditional insurers must therefore adapt to remain competitive and build innovative, attractive services.

The changing role of the advisor towards an "augmented advisor

Technology (AI, virtual assistants, automation of simple tasks) frees up time for human advisors to focus on higher value-added requests. This repositioning transforms the advisor into a true brand ambassador, more expert and proactive.

The digital transformation of customer relations

With the multiplication of communication channels: telephone, email, web, chat, SMS, social networks… The technological challenge is to ensure a homogeneous experience across all these contact points, and to adapt the use of channels to the customer’s preferences at each stage of the journey.

adapted to the business

Specific needs for each profession

Insurance: optimizing customer relations at every stage

CCaaS is a key lever for efficiently managing customer interactions. Whether it’s a claim, a request for information or a change of situation, every contact is an opportunity to build customer loyalty. With Odigo’s native omnichannel capability, policyholders can access a fluid, personalized service, on the channel of their choice, at every stage of their contract.

Social protection: strengthening commitment in a changing market

In a highly competitive market, mutual and provident societies need to build loyalty and diversify their services. Odigo supports them with an omnichannel solution that complies with regulatory requirements, optimizes claims processing, reduces costs and strengthens member relations.

Brokerage and delegation: performance and cost control

Whether for large contact centers or more agile structures, Odigo adapts to all models: in-house, outsourced or hybrid. Its scalable solution makes it possible to control costs according to usage, while guaranteeing a high-quality customer experience and sustainable operational performance.

Assistance: a seamless experience, even in emergency situations

Emergencies, travel, everyday life: your customers expect fast, seamless care, at all times. Odigo offers a robust, omnichannel solution capable of absorbing peaks in activity. The result: efficient request management and a reassuring customer experience, whatever the circumstances.

Performance

Develop omnichannel contact centers

Odigo Contact Center

Benefit from our modular, omnichannel contact center cloud solution, capable of supporting your growth.

IA Orchestrator Omnichannel

Unleash the power of AI to orchestrate fluid, intelligent and seamless customer journeys, across all channels.

Odigo Campaign

Create, plan and measure proactive campaigns to strengthen customer relationships and anticipate their needs.

Analytics & Dashboards

Immediate access to the data you need, with no redundancy.

CUSTOMER TESTIMONIALS

What makes Odigo unique

A French leader with a European dimension

Odigo supports 350 customers in optimizing their customer relations and helps agents to manage their interactions more effectively and gain in efficiency.

A pioneer in customer experience

For 40 years, Odigo has been investing in innovation and cutting-edge technologies: Public and private cloud, Artificial Intelligence, CRM connectors, QM, WFM.

A single point of contact

Odigo is an operator, editor, integrator and business expert, and will support you from start to finish.

OUR CUSTOMERS

They trust us

Further information

Market trends & analysis

DORA and Beyond: How Odigo Strengthens Operational Resilience for UK and EU Financial Organisations

4 March 2026

Market trends & analysis, Tips and guides

CCaaS in 2026: 6 Key Trends Transforming Customer Experience

4 February 2026

Market trends & analysis, Tips and guides

Europe’s Shift from US Tech: Data Sovereignty and Secure Communications

29 January 2026

FAQ

Do you have any questions?

What are the major customer relations challenges facing insurers?

Insurers face a dual challenge: on the one hand, they have to meet the new expectations of policyholders, who demand immediacy, autonomy and a high degree of personalization, in line with e-commerce standards. On the other hand, they need to know how to manage moments of truth, such as making a claim, which require human interaction characterized by empathy and efficiency.

The challenge is to find the right balance between automation for simple requests and the availability of experts for complex, emotional situations.

How does a CCaaS solution help improve claims management?

A CCaaS (Contact Center as a Service) solution like Odigo optimizes claims management by orchestrating the end-to-end customer journey. It enables intelligent qualification of the request upstream via bots (to identify the type of claim, the contract number, etc.), then precise routing to the appropriate manager.

By integrating voice, e-mail, photo and video on a single platform, it streamlines exchanges and speeds up file processing, while freeing up time for the administrator to concentrate on providing support and empathy to the policyholder.

How is the Odigo solution adapted to different insurance professions?

Odigo modulates its solution to meet the specific needs of each branch:
– Health insurance: By automating recurring requests (reimbursements, assumption of responsibility), it enables agents to concentrate on complex care paths.
– Property and casualty insurance: It digitizes and simplifies claims reporting, a key moment in the relationship, while ensuring rapid contact with an expert should the need arise. P&C Insurance (Fire, Accident, Miscellaneous Risks): It digitizes and simplifies the claims declaration process, a key moment in the relationship, while ensuring rapid contact with an expert in case of need.
– Life & Pensions Insurance: It supports complex underwriting processes and management actions (redemption, arbitrage) by guaranteeing a high level of security, traceability and personalized advice.

What concrete results can insurers expect from the Odigo platform?

The implementation of the Odigo solution results in measurable gains:
– Customer satisfaction: An increase in satisfaction (NPS) of up to +25 points.
– Agent efficiency: An improvement in agent efficiency of up to +35%.
– Cost optimization: A significant reduction in operating costs, thanks in particular to a 30% reduction in non-compliant or unnecessary calls.

Ready to transform your customer relationships?

Find out how Odigo can adapt to your business challenges and organization.