Nashville has a way of making things feel more alive. The music, the energy, the near-perfect April weather — it all conspires to help you think more clearly. And walking through the Insuresoft UGM this year, something crystallized for me that I've been saying in pieces for a while:
Great policy systems. Strong billing. Increasingly sophisticated claims workflows. But the experience your policyholder has — the texts, the calls, the emails, the moments they actually feel seen or ignored — that's still too often an afterthought, bolted on rather than built in.
That's the problem SPLICE was built to solve. And honestly? Nashville reminded me exactly why it matters.
Here's what I mean by that. Your policyholder doesn't experience your policy system. They don't experience your billing platform. They experience how you lead them through the process; and how that feels.
A renewal reminder that arrives at the wrong time, in the wrong channel, in a robotic voice — that's a miss. A proactive text the moment a hurricane watch is issued for their zip code? That's the kind of moment that builds loyalty for years.
Research consistently shows that 80% of customers say the experience a company provides is as important as its products. In insurance, where most policyholders hope to never need you — communication is the relationship.
The good news: carriers on the Insuresoft platform are already holding a powerful baton. The data is in your hands, and SPLICE is designed to be the communication layer that brings it into rhythm — across the full policy lifecycle, not just the moments people wish didn’t happen (claims).
It’s no surprise that carriers, and in fact, businesses in general, who proactively communicate see measurably higher retention. It's not a hypothesis — it's a pattern. The carriers winning on experience aren't waiting for customers to call them. They're showing up first, when it matters most, in the right channel, with proactive help.
Oh, and one more theme that inevitably comes up is the role of AI. So, what is the role of AI when it comes to voice?
I'll say this plainly: Voice AI is not magic, and anyone selling it that way is doing carriers a disservice.
But used well? It's genuinely transformative. Voice AI in insurance is projected to handle over 50% of routine policyholder inquiries by 2027 — not because it's cheaper (though it is), but because policyholders increasingly prefer resolving simple questions without waiting on hold. Leaving your other resources (and budget) to handle all those moments that matter that need a higher touch.
And an important key to making it work is it sounding like you — your brand, your tone, your values. It should know when to escalate to a live agent. And it should never, ever feel like a dead end.
At SPLICE, we've been building voice technology with a human touch since before "Voice AI" was a conference buzzword. And if you’d like to chat with us about all we’ve learned over the years, we would love to be in the conversation.
Nashville was a great reminder that this industry is finding its rhythm. The systems are strong. The platforms are maturing. The partners are aligned.
Now it's time to make some music.
Carriers, you are the conductor. The technology exists to orchestrate every policyholder touchpoint — from welcome to renewal to claims and beyond. The question is whether you're in front of the podium or sitting in the audience.
Policy communication is as valuable as claims communication. The relationship is built — or lost — long before FNOL.
Omnichannel isn't a luxury anymore. 73% of customers use multiple channels during their journey. If you're only meeting them in one, you're missing most of the conversation.
AI should amplify your brand, not replace it. The carriers who will win aren't the ones who automate the most — they're the ones who communicate the best.
Tara Kelly is the Founder, President, and CEO of SPLICE Software, an orchestrated communication platform supporting text, voice, email, and chat, spanning from live agent conversations, through to full AI-powered interactions. You choose the channel. You choose the moment. You choose who is in the room. That's the difference between orchestrating your customer experience and renting it piecemeal.
Learn more about how SPLICE integrates with Insuresoft here.