Customer experience

Carriers, pressed by lower expense insurtech models that emphasize direct-to-consumer engagement and new, rich data sources, are beginning to encounter a bifurcation of risk and client characteristics.

The decline is likely because of a lack of proactive support and personalized attention, according to a J.D. Power study.

Protective Life discovered a tremendous amount about the way we approach customers and how we can successfully leverage technology platforms.

We really don’t have to look far beyond the other heavyweights of national marketing.

Market research firm finds volatility in satisfaction with carriers' capabilities.

Chief service officer Jamie Lee says insurance needs diverse views to create the best overall customer experience.

Chubb has kicked off a new brand to offer coverage to digital natives at opportune times.

More data feeding algorithms allows AI 'agents' to do more than ever.

By tackling specific problems, carriers were able to keep the lights on during the pandemic.