We’re in the 100th percentile for NPS. What does that mean?
It's kind of a big deal, thanks to our love of providing great customer experiences.
At Haven Life, we believe buying life insurance online can and should be easy. But you know what isn’t easy? Getting a high NPS rating. And we did it anyway! (And all during a pandemic, when demand was at an all-time high.)
For a business, NPS (which stands for Net Promoter Score) is essentially a measure of how your customers feel about you. The score comes from the answers customers give to a series of standardized questions that cover every aspect of your service. Because the questions are standardized — not adapted by a business to get positive feedback — NPS is a very reliable way to find out how Haven Life customers really feel. (Your score can even be negative.) That’s why it’s used by more than two thirds of Fortune 500 companies. People who answer the questions also give detailed feedback about what the pros and cons and what they like and dislike about the company in question.
Haven Life is now in the 100th percentile for NPS scores in our industry. (We are about 30 points above most of our peers in the life insurance industry.) Life insurance is not generally viewed as a sexy product (we have no idea why), so it’s rare for customers to be enthusiastic enough about their life insurance options to get a high NPS score. As a point of comparison, Apple is famous for having a high NPS score. Theirs is in the 70s, and so is ours.
We asked Haven Life’s brand director, Adam Weinberg, to tell us a bit more about what our high life insurance NPS score means.
In this article:
Why does this feel like such an achievement?
One of the things about NPS – for some this might be frustrating, but I think it’s a nice thing – is that it really is a true team effort. There’s no one single thing that contributes to an NPS score. It’s not because your home page is pretty, and it’s not because your website has no technical bugs. An NPS score takes the whole customer experience into account – it’s not easy to manipulate or change. If you get a low NPS, you can’t just make a couple of switches and suddenly you have a high one. In order to get a high score you really need to have everything buttoned up, from the back end tech side of things to the email you send people after they become policyholders.
Why do you think Haven Life got such a positive response from customers?
In general I don’t think people expect to have an overwhelmingly positive response to their life insurance agency, but the NPS results show that Haven Life customers do. One of our key brand missions from the beginning has been to create a community and an experience that treats policyholders as more than policy numbers. I think the fact that people said they’d recommend Haven Life shows we’re achieving that. People saying they’ll tell their family and friends about Haven Life is, for me, the best sign of affirmation that we’re achieving what we want to achieve.
“People saying they’ll tell their family and friends about Haven Life is, for me, the best sign of affirmation that we’re achieving what we want to achieve.” -Adam Weinberg, Haven Life brand director
What feedback are you happiest about?
Seeing the positive feedback to our customer support team means a lot to me, because everyone has some customer support nightmares that they’ve dealt with in their life. But I know that if an applicant or policyholder reaches out to our support team that actually plays to our strengths. Not only is that team friendly and empathetic, they’re also extremely knowledgeable and they know how to communicate to different customers and applicants in a way that instills confidence.
Also, we’ve been very focused on communicating in a way that values people’s time. If you go to a typical insurance website it might be overwhelming; there’s a lot of jargon. We try to streamline that: Some of our most commonly cited areas of success for NPS are communication and customer experience.
What customers say about customer success
Feb 24, 2021
For us older folks
This is for us older folks. I decided to finally get some term life insurance or should I say with a twist of the arm from my wife. I am 64 years old. Just to clarify, I am in very good health, lean and very active. Only had a lumbar fusion surgery. Anyway, I compared two companies based on my research that included this company and my current insurance company that will remain nameless other than they attract former military. So, I read other reviews about this company requiring a health examination,etc, etc. same holds true with that other company. Of course a company will perform their due diligence and base their decision on your overall health especially at my age compared to a thirty year old! I can not fault them. I already had a medical exam with that other company as I waited for their obtaining my medical records from my local VA Medical Center. I informed Haven Life of this and they were able to obtain a copy of the medical exam (no need to have performed twice) and received my VA records. This process takes time and it is not the fault of the company. I estimate the process took approximately 5 to 6 weeks. Unlike the first company, I strongly feel Haven Life (special recognition to Catherine) provided service excellence by keeping me informed along the way and listening to my concerns. Haven Life offered me a much better rate than the for mentioned. I expected to pay a much higher rate at my age but it is what it is. Bottom line here for us older folks (I believe you must obtain this insurance under age 65) is if you are prepared to pay higher premiums compared to a younger person, obtain a fair competitive priced premium, experience excellent customer service, and willing to be a little patient during the process, then you came to the right place.
–Andrewread more at
Feb 14, 2021
Haven made the life insurance process very streamline and efficient. The team was great when it came to requesting my additional info and the approval process did not take long at all. Very thankful to Haven for everything.
–Dimitriread more at
Feb 3, 2021
I'm so happy I chose Haven Life for my…
I'm so happy I chose Haven Life for my policy needs. The entire process was quick, easy, stress-free and convenient. Their customer service is top-notch.
–Sandraread more at
Jan 29, 2021
10-year Term Life Policy Purchase
I recently purchased a 10-year Term Life insurance policy with Haven Life at a great rate for my age group. The application process was fairly easy to complete. After completing the application I was informed that a medical exam my be required based on a review of my application. I was assisted by a Haven Life representative named Paya, whom was extremely courteous, professional, and very helpful answering my questions and providing updates during my application review process. After a few days I received an email notification that my application was approved, and no medical exam was required. Thank you, Paya and Haven Life! Dwayne
–Dwayne Aread more at
Jan 27, 2021
Excellent Customer Service
The staff were very professional and answered all of my questions quickly.
–Moniqueread more at
Was there any customer feedback that suggests room for improvement?
We read all of our NPS feedback — positive and negative — we share it with the whole team, and it has a profound impact on how we direct our strategy. Hearing about areas of strength is great, but we go right into the areas for improvement and see what we can do to address those. We use it to influence everything from site design, feature ideas, blog stories. From the NPS survey, we’re seeing people who want more tools to educate themselves in the life insurance shopping process. There are also people who now want physical copies of their policy, so we’re working on something physical for policyholders to launch in the coming months.
Putting customers first is front and center in our core values. I’ve worked at Haven Life for four years and the importance we put on feedback has not changed one iota since I joined. Our high NPS score shows that holistically as a team we’re really pulling in the right direction.
About Michael DavisRead more by Michael Davis
Our editorial policy
Haven Life is a customer-centric life insurance agency that’s backed and wholly owned by Massachusetts Mutual Life Insurance Company (MassMutual). We believe navigating decisions about life insurance, your personal finances and overall wellness can be refreshingly simple.
Our editorial policy
Haven Life is a customer centric life insurance agency that’s backed and wholly owned by Massachusetts Mutual Life Insurance Company (MassMutual). We believe navigating decisions about life insurance, your personal finances and overall wellness can be refreshingly simple.
Our content is created for educational purposes only. Haven Life does not endorse the companies, products, services or strategies discussed here, but we hope they can make your life a little less hard if they are a fit for your situation.
Haven Life is not authorized to give tax, legal or investment advice. This material is not intended to provide, and should not be relied on for tax, legal, or investment advice. Individuals are encouraged to seed advice from their own tax or legal counsel.
Haven Term is a Term Life Insurance Policy (DTC and ICC17DTC in certain states, including NC) issued by Massachusetts Mutual Life Insurance Company (MassMutual), Springfield, MA 01111-0001 and offered exclusively through Haven Life Insurance Agency, LLC. In NY, Haven Term is DTC-NY 1017. In CA, Haven Term is DTC-CA 042017. Haven Term Simplified is a Simplified Issue Term Life Insurance Policy (ICC19PCM-SI 0819 in certain states, including NC) issued by the C.M. Life Insurance Company, Enfield, CT 06082. Policy and rider form numbers and features may vary by state and may not be available in all states. Our Agency license number in California is OK71922 and in Arkansas 100139527.
MassMutual is rated by A.M. Best Company as A++ (Superior; Top category of 15). The rating is as of Aril 1, 2020 and is subject to change. MassMutual has received different ratings from other rating agencies.
Haven Life Plus (Plus) is the marketing name for the Plus rider, which is included as part of the Haven Term policy and offers access to additional services and benefits at no cost or at a discount. The rider is not available in every state and is subject to change at any time. Neither Haven Life nor MassMutual are responsible for the provision of the benefits and services made accessible under the Plus Rider, which are provided by third party vendors (partners). For more information about Haven Life Plus, please visit: https://havenlife.com/plus.html
What our customers are saying
Apr 17, 2021
Very professional and responsive.
Very professional and responsive.
–Gerard Acklinread more at
Apr 15, 2021
The process of applying for life…
The process of applying for life insurance with Haven Life was very seamless and simple, and the rates were even better. Overall a 5-star experience.
–Verified Buyerread more at
Apr 14, 2021
Very early but very encouraging.
I just started with Haven Life last week. The process to enroll on-line was very simple and straightforward. When an issue came up with my history they communicated the problem and together it was rectified. I had decided to use Haven Life after researching on the web. They came up in the top or number one in most if not all lists.
–Adam Ackerread more at
Apr 14, 2021
Excellent company to work with!!
Excellent company to work with!!
–Lanceread more at
Apr 13, 2021
My experience and rate quote
I was pleased with my rate quote and the ability to choose different amounts after I was approved. Haven scheduled my exam quickly and their website is easy to navigate during the process. I know underwriting takes time as to ensure a client is insurable, but I felt my underwriting process was quite lengthy. Part of it was my doctor had retired and getting medical records took some time on the clinic's end. I would have liked for Haven to be more proactive in informing me more about the details of the delays, but they did so when I contacted them. Customer service was very courteous. Underwriting was very thorough evidently, but I am fine with that as it allowed me to get preferred rates. I would recommend Haven to a friend. If the communication would have been more proactive and the process a little less lengthy (it was about 3 months start to finish), I would rate them 5 stars
–RJ IIIread more at