Salesforce for Insurance

Salesforce has several unique applications for various industries. But have you ever considered using Salesforce for insurance? Thanks to a recent update, Salesforce now has new options with insurance companies in mind. Still aren’t sure how Salesforce could work for insurance? Take a look at the following use case.

Use Case

You don’t call your insurance agent just to say hello, do you? For most people, insurance is a necessary evil. It is almost always a painful experience to extract the information you need—and to get it quickly—from your insurance carrier or agent. The challenge in the insurance world today is that everything is moving faster than ever before. Customers expect a fast delivery, whether it be their policy documents, the processing of an endorsement, or just a quick answer regarding their coverage.

For example, you work at an agency, and a customer calls in to report an auto claim. While they have you on the line, they figure it’s a good time to broach the idea of moving their homeowner’s insurance to your agency. In the old days, you, the agent, would have to put customers on hold and transfer them to a CSR (or Customer Service Representative – common across the insurance landscape, these are the people who generally service policies and process change requests). Let’s not forget you still need to help with what they initially called in for: processing their claim.

Though both these transactions occur under one roof, they live in separate databases and are handled by departments who have little communication with one another. For a single phone call and request, this is not a feasible way of doing business in 2020. The end policyholder is not the only one that suffers from the rough terrain of legacy systems and data put together in piecemeal. Agents and brokers are demanding the sales and service processes to move quickly to improve customer satisfaction as well.


Enter Salesforce. In 2019, Salesforce expanded its Financial Services Cloud with a set of tools aimed at the insurance industry, the crown jewel being the “Policyholder 360” feature. Sales, claims, and policy information all in one place? It can’t be! With Einstein Analytics prebuilt, too? Yes, Salesforce enabled all of this in FSC to make the problems mentioned above a thing of the past.

With Einstein, CSRs can quickly identify and leverage life changes as new Salesforce Opportunities, and the sales team can now suggest product solutions based on prior trends. On the policyholder side, clients now able to file auto claims through a mobile application, along with accident pictures. You can find out more about all the powerful features Salesforce has brought to the insurance world here.


For companies like State Farm and Geico that service millions of policies stored across various systems, with call centers all over the country, undergoing a massive digital transformation is a daunting task. But with the power of Salesforce CRM driving insurance agents and customer service, agencies can revolutionize the way they manage customer relationships for optimal success.

Salesforce isn’t just software. It’s software in the cloud designed to continually meet industry needs, supercharge productivity, and boost bottom lines.

Have any questions about using Salesforce for insurance? Please contact our team at any time!

This publication contains general information only and Sikich is not, by means of this publication, rendering accounting, business, financial, investment, legal, tax, or any other professional advice or services. This publication is not a substitute for such professional advice or services, nor should you use it as a basis for any decision, action or omission that may affect you or your business. Before making any decision, taking any action or omitting an action that may affect you or your business, you should consult a qualified professional advisor. In addition, this publication may contain certain content generated by an artificial intelligence (AI) language model. You acknowledge that Sikich shall not be responsible for any loss sustained by you or any person who relies on this publication.

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