Customer experience

Insurance carriers are investing in technology to gauge how interactions between carriers and policyholders are evolving.

Deloitte released its 2026 Insurance Prediction, which explores how agentic AI is poised to reshape life insurance distribution and reach.

The combination of an AI tool with a human makes it easier to obtain accurate quotes, identify coverage gaps and share documentation between parties.

Can an insurer explain its decisions and demonstrate that AI is being used fairly and responsibly?

Audit your KPIs, align around outcomes and measure incrementality across the conversion stages.

Just over 44% of consumers report a positive experience with voice AI assistants, according to Sonant's latest report.

Customer satisfaction with insurer websites and apps dropped in 2026, according to JD Power research.

Reputation events are currently managed reactively by communications teams reporting using tools built for brand storytelling.

Travel insurance customers have long complained online about gotcha clauses and foot-dragging on claims.

Bridging the gap between knowledge and core systems is the key to an improved user experience.

Carriers gain ground when treating personalization as a structural shift instead of a simple feature enhancement.

Moving beyond a model centered on reimbursing claims to one that supports healthier outcomes earlier in the pet care journey.

Why technology alone doesn't drive transformation

The Insurance Information Institute and Fenix24 released Cybersecurity for Insurers: Squaring Safety with Service.

The shift from transactional relationships to experience-driven engagement models is becoming a defining characteristic of successful P&C insurers.

Three common mistakes agents make and how to avoid them.

Insurance leaders are implementing integrated AI platforms or components that transform entire operational workflows and reimagine how operations function.

Insurers took a stock price hit from the advent of AI-based insurance apps, but that won't be the final outcome, according to expert observers.