Customer experience

A survey of 1,000 drivers indicates they want more severe coverage penalties for phone use while driving.

Customers who use the service centers get their repaired vehicle back four days faster, on average, the insurer said.

IBM says software should enable the insurer to turn social media into an actionable communications channel.

Insurer will customize and brand the mobile app while integrating it with their core back-end systems using existing Web services.

INN developed the ranking in partnership with Celent, an independent business research and advisory service with a specialization in insurance technology. Celent facilitated survey development, data collection and analysis. The result is an insightful set of rankings based on objective peer review.

Mphasis, an IT services provider, has launched its Billing as a Service (BaaS) solution for the insurance industry. BaaS is a cloud-based solution that enables carriers to manage their complex billing requirements.

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.”