Personalized Videos for Insurance: More Trust. Fewer Cancellations. Better Conversion Rates.
The insurance market is changing rapidly: many policies are now purchased digitally, and comparison portals create reach, new customers, and additional contracts — while also making offers more interchangeable and less connected to a personal relationship. Especially after a purchase through an online or comparison portal, uncertainty often remains: Was this really the right decision? What exactly is covered? Who is my point of contact? Anyone perceived only through price and terms loses differentiation, margin, and customer loyalty.
Personalized video campaigns address exactly this challenge: they create relevance, trust, and guidance from the very first moment. For example, directly after policy purchase — when an individually tailored welcome video explains the most important benefits, answers open questions, and shows the customer: this decision was exactly right. This can significantly reduce buyer’s remorse, uncertainty, and short-term cancellations.
Use personalized customer communication to move away from interchangeable messaging and create genuine customer moments.
Personalized videos create relevant customer moments immediately after a policy is purchased: they explain benefits, answer questions, and open up new sales opportunities — individually, measurably, and at scale.
Use Cases →5 Ways to Create Genuine Customer Moments
What insurers need: communication that creates emotion again, builds trust, and makes individual value visible — not only when a claim occurs, but immediately after purchase.
1Offer supplemental insurance and add-on products at the right moment
Customers receive generic newsletters or standardized product recommendations — often too early, too late, or without any specific connection to their current life situation.
A personalized video directly refers to the new policy and presents suitable add-ons in a relevant context.
After purchasing a homeowners or renters insurance policy, the customer receives a video explaining when glass, bicycle, or natural hazard coverage can be useful — individually tailored to their policy.
2Reduce buyer’s remorse, uncertainty, and short-term cancellations
After purchasing a policy, many new customers feel uncertain: Was this the right decision? Did I really choose the right plan? What exactly is covered — and what is not? Especially when the purchase was made through a comparison portal, the new provider often remains anonymous and interchangeable. The result: customers are more receptive to doubts, questions, withdrawal, or quick cancellation.
Immediately after purchase, the customer receives a personalized welcome video that greets them by name, explains their selected plan clearly, and summarizes the most important benefits. Open questions are answered proactively, next steps are made transparent, and the value of the insurance is emotionally confirmed. At Allianz, immediate cancellations were reduced by 23%.
A customer purchases disability insurance online. Shortly afterward, they receive a personal video: it explains which benefits apply in the event of a claim, which documents are important, how customer service can be reached, and why their decision makes sense in the long term. Instead of uncertainty, trust is created — and a simple policy purchase becomes a positive customer moment.
3Deliver early-bird and preferential terms in a targeted way
Special promotions are distributed broadly, feel interchangeable, and fail to reach many customers at the right moment.
Personalized videos make offers more concrete, easier to understand, and more urgent — with individual messaging, relevant deadlines, and meaningful benefits.
Shortly after purchasing a policy, a new customer receives a video with a personal benefit code for a suitable supplemental insurance product, valid only within the first 30 days.
4Reduce hotline volume
After a policy is purchased, questions often arise: What is covered? When does protection begin? Which documents are needed? This puts pressure on service teams and extends the onboarding phase.
The video answers the most important questions proactively and clearly — before the customer picks up the phone.
A personalized welcome video explains the start of coverage, scope of benefits, deductible, claim reporting, and contact person in just a few minutes.
5Give agents and advisors better reasons to start a conversation
Agents often do not know when a customer is open to advice or which topics truly interest them.
Interactions with the video and landing page provide valuable signals for the next contact.
If a customer watches the full video or clicks on a supplemental insurance product, the advisor receives a concrete reason for a personal follow-up — more relevant, faster, and with a higher chance of closing.
The result: communication that sells — without feeling like sales.
Personalized videos combine consulting, service, and marketing in a format that truly reaches customers. They strengthen trust after policy purchase, reduce uncertainty, open up cross-selling potential, and support sales teams with measurable signals for the next step.
Powerful KPIs that speak for themselves
These are not influencer metrics. This is exceptionally strong insurance communication.
Video completion rate — an enormously important factor
Most campaigns miss their goal: around 80% never see the call to action because they do not watch the video to the end.
Personalized videos hold attention: names, locations, and real data keep drawing the viewer’s eye back in.
The result: up to 95% watch through to the end — and see the offer.
What our insurance industry clients say
Wonderlandmovies combines creative excellence with state-of-the-art AI technology. The result is personalized campaigns that sustainably excite our target audiences and create real added value.View reference →
Working with Wonderlandmovies has impressively demonstrated the potential of personalized video campaigns. Thanks to the easy customization of the films with our sales partners’ contact details, attention and customer proximity increased noticeably. A real step forward.View reference →
The personalized video campaigns from Wonderlandmovies have impressively shown what modern customer communication looks like today: individual, relevant, and emotional. The collaboration was innovative, professional, and an important step for us toward a personalized customer experience.View reference →
Outstanding creative performance is one thing; another strength of Wonderlandmovies becomes clear when short-term challenges arise. Every problem is solved flexibly, and working together as equals is simply enjoyable — something that is reflected one-to-one in the enthusiastic feedback from our own customers.View reference →
Insurance Companies That Trust Us
Use Cases
Video Personalization in an A/B Test
Selected References
Would you like to experience the whole thing live and tailored to you?
Of course. We will prepare something for you — customized specifically to your needs. Just let us know:
For a deeper dive — our “Video Personalization” guide.
Here you’ll learn not only the most important technical background and everything about possible use cases,
but also
receive important implementation tips: mistakes you should definitely avoid.
Frequently Asked Questions About Personalized Videos for Insurance Companies and Banks
What are the benefits of personalized videos for insurance companies and banks?
Personalized videos address every customer individually by name, plan, and relevant content. Immediately after policy purchase, they create trust and guidance, reduce uncertainty and cancellations, increase attention, and open up cross-selling and upselling potential — individually, measurably, and at scale.
How do personalized welcome videos reduce cancellations?
A personalized welcome video greets the new customer by name, explains the selected plan and the most important benefits, and proactively answers open questions. This creates trust instead of buyer’s remorse. At Allianz, immediate cancellations were reduced by 23%.
Which KPIs do personalized video campaigns achieve in the insurance industry?
In a welcome film campaign by SV SparkassenVersicherung, the personalized videos achieved a 68% click-through rate, 94% of recipients started the video, and 72% watched it in full. Personalized videos are watched to completion by up to 95% of viewers.
In which areas can personalized videos be used?
Typical use cases include offering supplemental and add-on products at the right moment, reducing buyer’s remorse and cancellations, delivering early-bird and preferential terms in a targeted way, relieving the service hotline, and creating better conversation starters for agents and advisors.
Can personalized videos reduce hotline volume?
Yes. A personalized welcome video explains the start of coverage, scope of benefits, deductible, claim reporting, and contact person in just a few minutes, proactively answering the most common questions before the customer picks up the phone.
Which insurance companies and banks use videos from Wonderlandmovies?
Clients include Allianz, ERGO, SV SparkassenVersicherung, Helvetia-Baloise, Barmenia Gothaer, Gothaer, LVM, Provinzial, Deutsche Vermögensberatung (DVAG), and other banks and insurance companies.
