Customer Engagement

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.

The transformation of consumer-focused technologies is forcing providers to adopt new tools to keep up. However, many of these tools are not built with user-friendly experiences that meet customer expectations, and therefore, they suffer from low engagement and adoption.

Five strategies that insurers can use to cut friction from the customer journey as they work towards digitally transforming their business.

The P&C industry has been on an automation path for many years. When the pandemic hit, it became a catalyst for accelerating automation and digital transformation.

“A New Idea: Insurers Creating Ecosystems Delivering Value to The Policyholders,” a session during InsureTech Connect 2021 focused on the current changes occurring to accelerate solutions for consumers.

Digital Insurance spoke with Angela Orbann, vice president of property, PI product management at Travelers about how technology can optimize a home insurance policy and how artificial intelligence and satellite imagery is helping insurers.

Insurtechs have secured more access to capital in the last few years and by the end of 2020 the total market cap of listed insurtechs surpassed $22 billion, according to the World Insurtech Report 2021.

Forrester research finds that even the most tech-savvy claimants want the reassurance of a human voice handling their claim.

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.

In session, Digital Insurance Editor-in-Chief, Nathan Golia, to share the editorial outlook for the remainder of 2021 and provide an in-depth view of the Digital Insurance audience.