Customer experience

Kenneth Petersen, CEO, Encharter Insurance, shares the story behind the company’s social networking initiative. Encharter's project placed second in the Customer Experience category.

The modern-day searching and buying patterns used by consumer for insurance are shifting, and insurance companies cannot rely on traditional channel strategies to reach them, according to a study released by IBM today.

Towers Watson survey says insurers are increasingly employing predictive modeling as rates continue to be weighed down by excess capacity.

Surprisingly little data combined with new technology can uncover connections between individuals that may hurt insurers and insureds.

Korea’s largest non-life insurer’s goal is to use predictive models to enhance fraud detection processes.

Top companies in our survey grind down costs by consolidating IT and rationalizing processes. They’re growing faster as well.

Insurers that outsource the IT and administration of policies underwritten years ago can improve customer satisfaction, lower costs, and even reduce capital requirements.

The highest-priority initiatives continue to be policy admin and BI, with claims, agent portals and commissions also of importance.

The top 25 life/health insurance writers continue to set the pace for the larger U.S. industry, which saw a 2.6% increase in nine-month net premiums written to $424.2 billion. The increase is the first since year-end 2008, according to A.M. Best, which released its list of Top 25 U.S. Life/Health writers today.

Courier services and pizza places already have websites with robust sales and services features; insurers should, too.