26th january 2026
TRENDS 2026
Why a vertical CRM accelerates profitability in life and non-life
Insurance CRM : An overview for sales, underwriting, and service teams
The insurance market enters 2026 at a critical inflection point: pressured margins, rising digital competition, more demanding customers, and growing data volumes are forcing insurers and brokers to operate with maximum efficiency. If a generic CRM once helped with commercial organization, it is now clear that a vertical CRM, designed specifically for insurance, has become decisive for gaining competitiveness quickly, either in Life and Non‑Life lines, where profitability depends on long cycles, technical precision, and excellence in portfolio management.
myCRM for Insurance, built on Microsoft Dynamics 365, is one of these accelerators:
It combines traditional CRM capabilities with core insurance processes, enabling sales, underwriting, and service teams to operate in a smarter, faster, and more profitable model.
1. 2026 Trends Accelerating the Adoption of Vertical CRMs in Insurance
1.1 The urgency of operational profitability (Life and Non‑Life)
Insurers face increasing challenges: tighter margins, regulatory pressure, higher cost of risk, and rising claims.
In Life, the challenge is personalization and retention; in Non‑Life, operational efficiency and speed of response.
A vertical CRM reduces costs by eliminating rework, consolidating data, and automating critical processes.
1.2 The customer has become hybrid, informed, and impatient
Customers expect quick responses, clear proposals, and continuous follow‑up. Without a consolidated view, insurers lose opportunities, or worse, clients.
With vertical CRM, organizations benefit from:
- a real 360º customer view,
- full interaction history,
- support for sales, after‑sales, and claims in one place.
1.3 Data becomes strategy, not just reporting
2026 will be marked by the rise of predictive and analytical models in insurance:
- loss‑ratio analysis,
- churn predictions,
- behavioral segmentation,
- portfolio‑level profitability evaluations.
myCRM for Insurance supports this evolution with advanced dashboards, automated metrics, and insurance‑specific KPIs.
1.4 Regulation and risk demand greater control and traceability
In both Life and Non‑Life, maintaining evidence, versions, proof of contact, and decision trails is mandatory.
A vertical CRM includes:
- security policies,
- role‑based access control,
- native traceability,
- process standardisation.
2. Why a Vertical CRM (like myCRM for Insurance) Increases Profitability in Life and Non‑Life
2.1 Immediate reduction of administrative costs
myCRM for Insurance automates tasks that traditionally consume time:
- proposal creation
- renewal follow‑up
- SLA alerts
- endorsements and policy updates
- interaction with channels and agents
Faster processes = lower costs and higher profitability per policy.
2.2 Higher commercial conversion with a unified customer view
The 365º View functionality allows sales teams to see:
- active policies,
- claims history,
- pending proposals,
- risk profile,
- cross‑sell opportunities.
This improves service quality and increases LTV (Lifetime Value).
2.3 Improved underwriting
The vertical CRM supports underwriting with:
- structured data,
- standardised forms,
- centralised history,
- quick access to customer behaviour.
Faster, more accurate decisions → more efficient underwriting and lower risk exposure.
2.4 Greater efficiency in Claims (the sector’s highest cost)
With specialised dashboards and alerts, the CRM:
- identifies patterns,
- accelerates triage,
- improves response times,
- enables detailed Claim Ratio analysis by customer and geography.
Result: lower average cost per claim.
2.5 Better control of the Mediation Network
For brokers and insurers:
- channel management,
- agent performance,
- incentives,
- commissions,
- comparative analysis.
All of this maximises productivity and profitability per channel.
3. Insurance CRM 101: Overview for Each Team
3.1 For Sales Teams (B2C, B2B, and brokerage)
What they value most:
- lead & prospect management,
- full sales funnel,
- cross‑sell & upsell suggestions,
- fast, consistent proposals,
- 360º customer view.
Direct impact: more sales, higher renewal rate, higher producer volume.
3.2 For Underwriters
What they value most:
- complete, structured data,
- centralised and accessible history,
- consistency in evaluations,
- standardised documentation,
- reduced analysis time.
Direct impact: faster, safer decisions with fewer errors.
3.3 For Service & Claims Teams
What they value most:
- interaction logging,
- automatic alerts,
- intelligent prioritisation,
- tracking of tickets and claims,
- reduced average response time.
Direct impact: better customer experience and significantly lower operational costs.
4. 2026: The Year Vertical CRM Stops Being “Nice to Have” and Becomes “Core Business”
With margins under pressure and the need for total efficiency, insurers and brokers must transform internal processes and deliver consistent, personalised experiences.
myCRM for Insurance responds to this need because it combines:
✔ 360º view
✔ advanced automation
✔ business‑oriented reporting
✔ insurance‑specific features
✔ Microsoft Dynamics 365 foundation
✔ security and scalability
In 2026, those who adopt a vertical CRM will be better prepared to grow and compete in both Life and Non‑Life markets.