INSURANCE
CX Automation Readiness Checklist
Measure your insurance organization’s ability to deliver proactive claims communication, automate escalation, and drive customer satisfaction at every stage of the policy lifecycle.
How to use: Check off every item your organization already does well. Tally your points using the score shown on each row. Use the scoring guide at the bottom to find your CX maturity level.
Your Readiness Checklist
1. Claims Communication Automation
We send automated acknowledgment messages within minutes of a claim being submitted
3 pts
We provide automated status updates at every key milestone — not just when the customer calls
3 pts
Claims messages are personalized with the customer's name, claim number, and adjuster details
2 pts
We automatically notify customers when additional documents are required — with a direct submission link
3 pts
2. Escalation & Triage
We automatically escalate high-value claims to senior adjusters based on predefined thresholds
3 pts
We detect customer frustration signals (multiple contacts, low survey scores) and trigger escalation
3 pts
Escalated cases include full interaction history so the receiving team has context immediately
2 pts
We have SLA tracking that alerts management when a claim is approaching a breach
2 pts
3. Policy Lifecycle Communication
We send automated renewal reminders at 60, 30, and 7 days before policy expiry
2 pts
We trigger personalized cross-sell messages based on life events (new home, vehicle, birth of child)
2 pts
New policyholders receive an automated onboarding journey explaining coverage and key contacts
2 pts
We proactively communicate during peak risk periods to relevant policyholders
3 pts
4. Satisfaction Measurement
We collect satisfaction scores at multiple stages of the claims journey — not just at resolution
3 pts
Negative feedback triggers an automatic escalation and follow-up workflow
3 pts
We use satisfaction data to identify and address systemic process failures
2 pts
5. Speed & Operational Efficiency
Our operations team can launch a new communication workflow without IT development work
3 pts
We measure the impact of proactive communication on inbound call volume reduction
2 pts
We have real-time dashboards showing claims processing times, communication rates, and satisfaction
2 pts
Your CX Readiness Score (out of 45)
Add up the points from every checked item above, then find your band in the table below.
My Total Score (out of 45)
My Maturity Level
| Score | Maturity Level | What It Means | Recommended Action |
|---|---|---|---|
| 0–13 | Early Stage | Manual processes dominate. Reactive communication only. | Start with CXLink Starter — automate 1-2 key journeys immediately. |
| 14–27 | Developing | Some automation in place but gaps in real-time response and channel coverage. | CXLink Pro: add real-time triggers & omni-channel delivery. |
| 28–38 | Advanced | Strong foundation. Ready to scale personalization. | CXLink Enterprise unlocks AI journeys and full API integration. |
| 39–45 | CX Leader | You are ahead of the curve. Focus on optimization. | Partner with CXLink for custom journey design & consulting. |
Ready to Close Your CX Gaps?
Book a free 30-minute demo with a CXLink Cloud specialist.
We’ll walk you through automating the journeys you identified in this checklist — starting this week.
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