Customer experience

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The AskBlue site is designed for individuals who are uninsured, unemployed, have lost employer-based coverage or are not eligible for group benefits.

Rather than cutting costs to deal with the economy, insurers should focus on distribution channels, customer service and eliminating non-value added work.

Insurers should shift the focus of their ads from feel-good messages to what really matters to their customers.

Respondents in a Consumer Reports survey say Amica Mutual Group, USAA Group and the Chubb Group top the list of carriers offering satisfactory claims services.

Social networking has infiltrated consumers' lives, and insurers are using it to alter brand images.

As merits of the technology improve, life insurers are implementing e-signatures to achieve a competitive advantage.

Insurers are finding self-service portals to be an important distribution channel and are taking steps to improve functionality.

Research reveals gap in health, life insurance direct marketing to Gens X and Y.

A Towers Perrin survey finds customer experience as the key driver, while predictive modeling has been slow to make inroads.