Customer bills for home and auto insurance
Bill design can impact insurance policy renewals
When research told Farmers that their bills were having an adverse effect on customer loyalty, they launched an initiative to redesign the bill and supporting documents.
The scope included the entire billing lifecycle – new policies, renewals, changes, overdue premiums, reinstatements and cancellations.
The new design consolidates billing for multiple policies (auto and home insurance) and covers the full range of bill scenarios.
More than a dozen prototypes were created and research specialists tested them in one-on-one interviews with Farmers customers.
The interviews confirmed that the new bill design met customer expectations, including:
content provided everything customers needed to confirm the accuracy of their bill
information was clear and easy to understand
the contemporary look and feel, style and tone matched what customers expected from the Farmers brand.