Use case / Insurance : Climate Claims: What If Emotion Were the Key Data?

The insurance industry is undergoing a profound transformation. Increasing climate-related claims, rising costs, shifting customer expectations… Yet behind these visible changes lies a dimension that remains largely underexplored: emotion.

A claim is not just a technical or financial event. It is a moment of tension, uncertainty, and sometimes loss. In these moments, the quality of the relationship matters just as much as the compensation itself.

The OSIRIS Barometer: A First in the Insurance Sector

To bring this reality into focus, Emoticonnect partnered with VOVOXX to develop an unprecedented initiative: the OSIRIS barometer, the first large-scale analysis of the emotional voice of policyholders.

Based on hundreds of thousands of customer verbatims, the findings are clear: emotional sentiment in the sector is largely negative, dominated by anger, fear, and fatigue.

More importantly, these emotions are less driven by the claim itself than by the experience surrounding it—lack of clarity, long delays, and the quality of interactions.

In this context, the claim becomes a powerful indicator of the true customer relationship.

Turning Emotion into Actionable Data

This is where Emoticonnect comes in. By analyzing customer interactions at scale, the technology makes it possible to detect, understand, and track emotional dynamics throughout the customer journey.

Beyond measurement, this approach helps identify friction points, anticipate tensions, and inform concrete decisions—improving processes, refining communication, and strengthening trust.

A New Lens for Insurance

This use case highlights a shift in perspective. Performance is no longer measured solely through operational metrics, but also through the emotional quality of the experience.

As climate-related claims continue to intensify, insurers that integrate this dimension will gain a decisive advantage.

With the OSIRIS barometer, Emoticonnect and VOVOXX are setting a new standard:👉 making emotion a strategic data asset at the core of insurance.