Brelly Customer Journeys | Accenture wanted to pitch to insurance clients; we were tasked with creating a faux insurance company. These creatives below exemplify a customer acquisition journey within the insurance industry.

Awareness | Maria does a few google searches to start looking for a new business policy. Then,
while Maria is on Facebook she sees a personalized ad from Brelly Insurance about coverage for companies
that are pivoting operations.

Interest | She is then prompted to see if she qualifies, but she doesn’t end up filling out all the information.

Consideration | Maria starts looking around at other companies and how much it would cost to add non-owned auto. She adds a few companies to her short list. She receives an email from her agent Jon at Brelly with info on plans with non-owned auto. He also shares a link to a guide on resources for small business which intrigues her.

Intent & Evaluation | Maria goes to the resource page. It’s late at night but she wants to make progress, so she’s relieved to see she can use the chatbot to see if she qualifies and then set up time with Jon.

Maria has received a few quotes and finally sits down to compare them. Distracted, she checks Facebook and sees another ad for Brelly that prompts her to complete the process.

Purchase | Later, she receives another personalized email from Jon encouraging her to finish. Maria emails
Jon to confirm she’d like to purchase the policy he has provided for her.

Awareness | Mateo has a very long to do list to get things started, including getting business insurance.
As he’s updating his newly created business profile page on LinkedIn, he sees an ad from Brelly Insurance
about a tool that helps new businesses understand what insurance coverage they need.

Interest | He clicks through and realizes he’s not quite sure what kind of insurance he’ll need to be fully covered (BOP, Commercial Auto, Worker’s Comp). He answers a few questions to get a sense of the things he needs.
He provides his email address so that a summary is sent to him. He’s still early in the process and isn’t ready to get a quote.

Consideration | Mateo asks some friends for referrals – a few of them mention Brelly. He gets an email from Brelly Insurance that features content about how Brelly has helped companies like his during the crisis stay in business and how they can help him future proof his business.

Intent | Later, Mateo is on Facebook and sees an ad from Brelly Insurance that is personalized based on his prior quiz results. He clicks “Learn More” to see if he qualifies and uses the chat bot on the site. He is then prompted to speak to an agent now and is matched to an agent who is prepared to speak to him confidently about his specific needs based on the data collected.

Evaluation & Purchase | The agent sends Mateo the quote and the price is what he expected. He looks at the other quotes he received. Before he’s ready to decide, he texts a friend and asks him why he chose Brelly insurance over another company.

He revisits Brelly’s website and ends up reading an article about unique start-up needs and flexible insurance options. Feeling confident that Brelly Insurance is the best option for a new business like his, he decides to move forward with insurance policy and move onto the other items on his to do list.

Mateo contacts the agent Amy, who has all his information from the chatbot session and their prior phone call
to easily buy the policy.