The technology transformation over the last 10 years has opened up new opportunities. This is to allow insurers to get closer to their customers so much that so they can give a personalised service. Using the right tools and metrics has allowed insurance companies to improve customer service like never before. Having said this, is a gap in customer experience as many customers feel that they have not had good experience with insurance companies. When dealing with insurance companies as most of the customers would only speak to insurance companies when there is a problem.