Customer experience

Aetna announced today that Chairman and CEO Ronald Williams will retire from in April 2011. Effective Nov. 29, 2010, he will become executive chairman, and Mark Bertolini, currently Aetna’s president and head of business operations, will be appointed CEO and elected to the company’s board of directors. Aetna said the board intends to elect Bertolini to the additional role of chairman upon Williams' retirement.

It’s no secret that agents and brokers continuously rank “ease of doing business” as one of their top priorities when choosing a carrier partner. The subject of a recent survey, 7,800 independent agents and brokers were asked to rank more than 200 property/casualty carriers, and name their top performers.

Preliminary research results from NCCI indicates a 4% drop in claim frequency for 2009.

To date, insurance pricing and conditions have remained stable, with flat or lower pricing being typical for the majority of insureds in the majority of coverage lines, notes insurance broker Marsh, which issued a report this week on the state of the P&C and reinsurance markets.

Insurers may glean ideas from successful mobile apps developed by their banker brethren.

Improved productivity, cost savings and simplified work processes are making enterprise mobility increasingly important for insurers’ technologically inclined workforce. In a recent survey of top business leaders, IT experts and mobile developers, Pyxis Mobile, a mobile application platform provider, found that companies are expanding beyond just mobile applications for field services and sales people, to empower all employees.

Shops can write an estimate and run complete management systems on the Apple iPad.

Insurers looking to get into the mobile payment game may want to heed this unfortunate reality.

Identity technology expected to underpin customer and business partner access control across the company's U.K. websites.

Survey finds ignorance of terms, suspicion of payout, slowing sales Down Under.