Customer experience

Once it becomes socially normal to have a personal relationship with an artifical intelligence, insurers’ (and many other service industries’) sales and service processes will change dramatically

Understanding the benefits of outside-in thinking, insurers are finding ways to leverage tech firms and other innovators.

Business owners demand faster service, and that's where big data comes in, says Gina Papush, chief data and analytics officer.

Allstate has always had a lot of data, but chief data officer Floyd Yager says the company now is using big data to be more customer-centric.

The life insurer is taking the lead on leveraging wearables to improve the onboarding experience. "The ability of this data, and predictive modeling, to offer the client a more streamlined and more personalized underwriting process, is crucial," says Brooks Tingle, SVP of insurance marketing and strategy.

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Workers’ comp insurer intends to offer web-based service options to customers and independent agents; will integrate Agencyportal with Guidewire’s PolicyCenter.

Though changes in the insurance business could lead to disintermediation of traditional distribution methods, USI CIO Stewart Gibson says his company is prepared to compete. Part 2 of 2.

Women in Insurance Leadership winner Belen Tokarski will be responsible for customer service and operational excellence for the online specialty insurer.

UHC says it is partnering with three telemedicine companies – Doctor On Demand, Optum’s NowClinic and American Well – to cover visits with a doctor via video technology, just as it would for in-person visits.