Customer experience

This week, the insurer found itself at the mercy of the Internet. While social analytics is set to take off in coming years and monitoring social networks for feedback is increasingly seen as essential in this era of consumer-centrism, this is an uncanny example of why these initiatives need to be fully embraced.

John Hancock, Pacific Life, Allstate and four others selected by CSC and its North American client community.

Of the 14 life insurance firms monitored by Corporate Insight, Liberty Mutual and USAA were cited as having the strongest social media performances and were awarded top grades.

Free informative app, called WreckCheck, designed to help consumers protect property, identities with accident reports.

Aviva is looking for 5,000 UK drivers with Android smartphones to test its RateMyDrive app.

After purchasing ClaimCenter from the provider five years ago, the insurer is also implementing Guidewire's billing, client data management and policy administration systems.

Coverage Counselor is designed to help consumers understand how their personal circumstances impact their insurance premium and enable them to compare different levels of coverage.

The Innovation Group plc released a new version of Insurer Analytics, which includes new functionality for policy analysis, insurance analytics, usability and extract/transform/load (ETL) process. The new version is designed to enable users to measure, monitor and manage and uncover insights and opportunities.

Many insurers currently don’t offer self-service Websites to support customers, but that will change by the end of 2013, according to the phase 1 results of iPipline’s “Surveying Customer Servicing in Life Insurance: Insights into carriers’ operational tasks, priorities and technologies.”

Nina, the new customer service virtual assistant from Nuance, is designed to understand what is said and who is saying it.