Customer experience

Eighty-eight percent of policyholders reported that they want a provider that anticipates coverage problems before they ask, but doesn't rely solely on AI to do so, according to a new VIU by HUB survey.

The most successful insurers avoid framing digital transformation as a choice between experience and technology.

The best place to start AI adoption is tasks where employees already describe them as repetitive, slow or unnecessarily difficult, writes Amy Carlisle, president of MSI.

Aaron Minkovich, chief technology officer at Manulife, shared insights into how the company will expand AI and the ROI related to the partnership.

Improving the claims experience is critical for customer satisfaction and retention, according to Deloitte research.

Effi Fuks-Leichtag, chief product officer at ERGO NEXT Insurance, writes about how entrepreneurs are turning to AI search tools for insurance guidance.

Recent chemical incidents in Washington and California highlight the peril of forgoing pollution coverage, writes Dennis Willette, SVP and head of environmental at Westfield Specialty Insurance.

Clients now expect a baseline level of technology options from brokers, the company's 2026 Broker Services Survey finds.

The property-and-casualty insurance industry is undergoing a major digital transformation with the rise of generative artificial intelligence, writes Abhishek Peter, manager of digital marketing at FECUND Software Services.