If your Net Promoter Score is less than 77% you are definitely catching up. Same if you get customer satisfaction scores just scraping 90%

"The keys to CX quality in insurance, according to Forrester, stem from effectiveness, ease and emotion. Typically, this means having a combination of digital and human access."

Phil Britt in CMS Wire March 27th 2019

"There was a time when insurance customers were satisfied with a timely response, a fair price and quality service." 

Clarke Wooten Group VP Insurance Services at Acxiom. He goes on to list what customers look for.

• Cross-channel personalised experiences
• Seamless, consistent and connected journey
• Data accuracy, protection, privacy
• Choices in buying — where, when, how and who
• Interaction where, when and how they want
• Real-time interactions and responses
• An experience similar to other great brands
• Value exchanges above and beyond
• Trust and honesty
• It goes without saying that you need a digital insurance platform that not only lets you deliver these customer needs but also: -
•  exceeds the NPS goals above
• Ditto customer satisfaction
• And collapses costs