Customer experience

Eighty-three percent of P&C insurers indicate that they will increase their spending over the next three years. The top three areas for investments in analytics, according to SMA’s data, “remain the risk-centric areas” of product development, underwriting and claims.

Insurer plans to monitor how customers use the voice technology to further develop it across self-service platforms.

The volume of customer service questions posted on Facebook (across all industries) has increased 26 percent in 6 months, with an average response time of 13.7 hours—consumers expect a response within 60 minutes.

While 98 percent of recently surveyed insurers plan to increase their social media use in 2013, none of the respondents said their social tools are “excellent.”

App brings Microsoft’s newest platform and operating system into GEICO's mobile app catalog.

J.D. Power ranks top 24 insurers based on purchasing experiences, satisfaction; survey also finds that when consumers do shop for insurance, almost half switch insurers.

The proportion of life insurers now offering e-signatures in their dealings with customers or agents has increased to 74 percent from 47 percent over the past five years, according to “Have E-Signatures Finally Arrived? An Update for Life Insurers,” from Celent, a research and advisory firm.

Of those currently using smartphones to make payments, 60 percent said they would increase their usage if they could track receipts, manage personal finances (56 percent), or show proof of insurance (56 percent) or a valid driver’s license (54 percent).

The managed services are designed to address safety by combining data and video analytics with real-time driver feedback and coaching.

RetailFirst website contains information for current insureds, prospective policyholders and agents.