Customer Engagement

Personal insurance shouldn't be a mystery.

90% of SMBs surveyed by NEXT are underinsured.

Digital Insurance spoke with Tony Laudato, vice president of marketing and combination products at Munich Re.

A new research report from SMA reveals that 85% of personal lines insurers are currently developing or deploying channel expansion strategies.

Three examples of how industry leaders are building brands and growth strategies based on personalization.

Can time to first contact predict how well an adjuster will handle a claim journey from start to finish?

Farmers, CNA and The Hartford share resources.

The goal should be to expand payment types and access options to give policyholders greater control of their experience.

Digital Insurance spoke with Claire Burns, chief marketing and communications officer at The Hartford about digital customer experience and plans for the future.

Despite an influx of potential rental insurance customers, carriers must innovate to cut through the noise and connect with their best prospects on a personal level to ultimately turn them into a client. With so much competition, simply reaching out at the right time may not be enough. Insurers need to understand these consumers on a deeper level.

Automation is well-positioned as a maturing technology that facilitates digital transformation without jeopardizing customer service.

Almost half of the five-star ratings mentioned a good experience with an adjuster as the primary reason for satisfaction in a claims process, according to the customer satisfaction surveys analyzed by Hi Marley.

Lack of information about the claims process, smaller than expected claims payouts, denial of claims and inability to reach claims staff were also noted as frustrations from respondents, according to a survey of 250 policyholders in the U.S. and Canada, from Publicis Sapient, a consulting firm.

As property and casualty insurance carriers look to reduce growing loss ratios in 2022, many have shifted their focus away from growing their customer bases and toward increasing their profits. But for carrier marketers, the path to efficient customer acquisition isn’t as simple as merely cutting budgets.

Digital Insurance received responses via email from Yael Wissner-Levy, vice president of communications at Lemonade about its pet insurance product and consumer education.

COVID-19 has accelerated some trends that look certain to reshape the insurance industry. At the same time, some of the problems that have challenged the industry over the past decade have not gone away. In a new report, McKinsey examines actions insurers can take to address the challenges of this period of intense flux.

As we emerge from the pandemic and look to the future, the case for cloud must be elevated beyond the limitations of IT savings, to how insurers can use it to address their biggest business challenges.

By facilitating access to rich, unstructured data in real-time, technology is paving the way for insurers to employ greater personalization and become customer-centric. It can drive tremendous growth opportunities as well as cost and operational efficiencies by promoting wellbeing and prevention services.