Customer-centricity

Though certain digital capabilities, like status reports, are popular with customers, digital first notice of loss adoption is low.

The ability to do more with less is a defining characteristic of Security First Insurance's VP of brand experience and marketing.

We observe that many people never answer voicemail, virtually ignore emails, and throw away mail without even looking at it. But how do insurers communicate with policyholders and agents?

By patiently learning the ins and outs of the customer, companies are able to know their clients’ demands, adapt to those changes personalizing those interactions, says Terrance Williams.

Savvy IT execs earn their reputation by talking more about business value and business change than servers and infrastructure.

As insurance professionals, it’s our duty to think like we own the company, and explore and validate every potentially innovative idea

The ONE Coach platform will use sensor data to identify opportunities for risk-management products tailored to the customer.

A J.D. Power and Centric Digital study offers examples of top performers' best practices, like chatbots and personalization.

Video-comparison algorithms and visuals can be adapted to make insurance more alluring and easy to sell.

Leaving customers feeling satisfied requires an ecosystem of processes around digital, Forrester finds.

The homeowners' insurance company has tapped insurtech Clearsurance to facilitate reviews and get insight into trends.

Customers are reporting increasing comfort with carrier’s digital initiatives, including usage-based insurance, according to o J.D. Power.

Carriers in the business need to keep up with rapidly advancing customer expectations.

The digital giant's involvement with an Indian insurtech doesn't mean it will be selling policies soon, but does give insurers something to think about.

If carriers don't refine their company for a new era, they can't operate as efficiently and profitably as is possible.

Technology platform uses third-party data to reduce the amount of input required of agents.

Carriers must compete on insights from consumer information, not just the convenience of digital-app services.

As with most major purchases, insurance representatives lean on digital to help them provide top-notch service.

The insurance industry in the midst of major structural changes, led by those willing to take risks and go against the inertia of a venerable sector.

The insurer embeds new technologies, such as AI and IoT, into its organization on an ad-hoc basis, rather than developing products separately in a lab and force-fitting them.