Customer experience

Insurers should attempt to increase customer penetration and retention as a means of expanding market share.

A new report suggests that customers who rely on electronic billing and payment services are more loyal, and may be more inclined to purchase additional insurance products.

The Centers for Medicare and Medicaid Services (CMS) currently is weighing all the options, but no ruling is expected until December.

E-onboarding helps new dentists join the CIGNA network faster, reducing time filling out paperwork by more than 85%.

Insurers can learn from best practices in the retail industry, where companies know the value of looking after the customer.

The password-protected eligibility tool is accessible through Zurich Integrated Products unit’s Web site.

Know of an insurer, agency or brokerage that led or contributed to an innovative business application, innovation or project? Nominate them for the 3rd annual award program.

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.