Customer experience

AI-powered platforms have collapsed the production timeline for a professional TV commercial from weeks to hours. But the agents who are getting real value out of TV advertising right now aren't just putting campaigns out. They're building frameworks for reading what comes back.

A quick quote and great customer experience does the rest.

Investments in hyper-personalization, AI targeting, digital transformation and marketing are taking precedence over customer expectations, the credit bureau finds in its latest study.

Carriers that deliver communication quality, clarity of instructions, compassion from staff, and a single dependable point of contact were remembered and chosen again.

Consumers still see value in AI, but are wary of how it's used, according to a Smart Communications report.

AI is evolving from an attractive innovation into something much closer to an operational necessity.

If insurers can use AI to build a property file, policyholders should have the right to know what is in that file when it affects premium, eligibility, renewal or coverage.

By using AI to answer calls, insurers can handle as many as 6,000 claims per second — and the technology can provide a sympathetic ear for as long as the policyholder wants to talk.

Insurtech companies most likely to endure will prioritize the basics over elaborate tech.