Customer experience

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.

The property/casualty industry is facing a number of potentially transformational forces, including increasing competition, consumerization, the number of communications options for both agents and customers, social networking, and an evolving regulatory environment, according to Gartner’s “Hype Cycle for P&C Insurance, 2012.”

The new form of computing requires the same management and due diligence as any IT engagement, but insurers are finding areas in which to apply it.

Internal testing shows participants improve driving behavior over time.

Customer expectations are growing fast; social media can be the bridge from frustrated consumers to knowledgable representatives.

To successfully deliver e-signatures and e-delivery applications, insurers should begin by implementing them in a single process or product, according to a strategic analysis released by ACORD and developed by international law firm Locke Lord LLP.

New report examines coverage tools that P&C insurers offer and names the insurers that do it best.