Since 2014, Policygenius, a Zinnia company based in Greenwich, Connecticut, has helped customers compare options from top insurance companies through our content, digital tools, and experts. For more than a decade, Policygenius has served as a resource for millions of people and sold more than $200 billion in coverage.
Real People, Real Customer Service
Policygenius’s Life Insurance Customer Engagement (CE) Team is a front-line customer service organization responsible for guiding clients through the final stages of the life insurance journey. The team works directly with customers to complete underwriting requirements, explain insurance carrier offers, and ensure clients feel confident and satisfied with their coverage decisions.
CE agents engage with customers through phone calls, text messages, and email, serving as a consistent human point of contact during what can be a complex and emotional process. At a time when many financial services companies rely heavily on automated or AI-driven customer service, Policygenius customers are handled by a trained professional. When customers call Policygenius, they are greeted by a real person who can provide personalized guidance and support.
Impact on the Business
In 2025, the Policygenius Customer Engagement Team scored a 78 Net Promoter Score (NPS). As a whole, the insurance industry scores an average of 39 NPS. The Policygenius NPS score places the team in the “excellent” category. This performance reflects the team’s commitment to pairing deep product knowledge with empathy, accountability, and personalized service.
Adam Kotin, the Customer Engagement Manager, shared, “The team approaches every interaction with accuracy, empathy, and patience, recognizing that life insurance is an emotional and deeply important decision to protect a client’s family. Beyond supporting customers, the CE team actively supports one another, collaborating seamlessly to ensure successful outcomes for all involved. No question is too small, no answer requires too much time, and no client is ever overlooked.”
Building on Award-Winning Performance
Since their Stevie-winning nomination, the Customer Engagement Team has continued to evolve its impact within Policygenius. Team members have expanded their training and taken on additional responsibilities, including providing direct operational support to the Sales Team. By helping manage customer needs during critical stages of the process, the CE Team has freed capacity for Sales advisors while maintaining the high-touch experience customers expect. These measures are strengthening collaboration across departments and reinforcing Policygenius’s commitment to human-centered service.
