Customer experience

Cloud applications and Web services help insurers improve their time to market. They can launch new products and services, and address competitive pressures proactively.

Product development and marketing are slated for the largest analytics investments, and most P&C insurers plan to increase spending.

Customers increasingly want the convenience of mobile-based payment options, and insurers are finding a host of benefits to offering it, including increased customer retention, lower costs and more consistent levels of service.

Mallika Madakasira, insights manager for Blue Shield of California, discusses customers' growing expectations for responsiveness.

Agent and consumer portals, business intelligence and core systems revamps are top priorities, as personal lines insurers concentrate on growth, expense reduction and improving underwriting results, Novarica says.

MyFirstAm designed to provide users with access to title order status and the ability to place customer service requests.

Since the option to buy commercial insurance materialized online, the segment has become more open to the new channel as it prioritizes price and convenience, according to Novarica research.

A guide to the various options insurers have when attempting to tackle lacking data quality, inconsistent formats and fragmented sources.

State Farm, AAA and Allstate also included in the top 100 of Temkin's 2013 Trust Ratings.

Customers are much more likely to stay with an insurer through a price change if they are notified of it and given an explanation in advance, according to a new study from J.D. Power and Associates.