Insurance renewal empathy map template
An empathy map for an office manager renewing a business insurance policy, covering what she says, thinks, does and feels. Use it as a model for your own user.
- Persona
- Priya, an office manager renewing the firm's commercial insurance
Says
- "Why has this gone up 18% when nothing about the business changed?"
- "I just need to know it's sorted so I can move on."
- "I've been on hold for 22 minutes."
Thinks
- I hope I am not missing something important in the small print.
- This shouldn't take this long. I did it fine last year.
- Is this the best price we could get, or am I just renewing out of habit?
Does
- Logs in once a year, forgets the password most of the time
- Compares this year's quote against last year's PDF side by side
- Calls the broker directly when the portal doesn't explain something
Feels
- Mildly anxious about missing a coverage gap
- Frustrated by the unexplained price increase
- Relieved once the confirmation email arrives
Pains
- No explanation given anywhere for why the premium changed
- Has to re-enter business details that haven't changed since last year
- No way to check if a specific situation is covered without calling and waiting
Gains
- A renewal that takes under 10 minutes
- A one-line reason next to any price change
- Confidence that cover is right, without having to read the full policy document
Questions
Frequently asked questions
What's in the insurance renewal empathy map template?
Six boxes (says, thinks, does, feels, pains, gains) with three notes each, for renewing a liability policy through the broker portal, six months into using it.
Is the content real?
No. It's a fictional example. A real empathy map should come from interviews or observation, not from the team's guesses.
What happens to my own work when I load it?
Nothing is lost silently. You'll see an Undo for ten seconds after it loads, and the Empathy Map asks first if it would replace work you've already written.
Do I need an account?
No. You can build, preview and download without signing in. You only sign in to share a link or save your work.