Customer experience

The agents that report increased client retention are also more likely to have a positive opinion of using AI, according to Liberty Mutual's 2026 Independent Agency Growth Study.

Many insurance agents are planning to increase their use of AI but many aren't using it yet, according to the Association for Independent Insurance Agents Agents Council for Technology tech trends report.

Fraud prevention is the foundation for trust at scale, shaping how confidently customers engage.

Young shares the story of his company and his vision for the future of the insurance industry and the impact of AI.

Advancements in estimating tools are helping insurers deliver faster and seamless digital claims, writes Marc Rothchild, EVP and head of claims at Xceedance.

AI-powered platforms have collapsed the production timeline for a professional TV commercial from weeks to hours. But the agents who are getting real value out of TV advertising right now aren't just putting campaigns out. They're building frameworks for reading what comes back.

A quick quote and great customer experience does the rest.

Investments in hyper-personalization, AI targeting, digital transformation and marketing are taking precedence over customer expectations, the credit bureau finds in its latest study.

Carriers that deliver communication quality, clarity of instructions, compassion from staff, and a single dependable point of contact were remembered and chosen again.

Consumers still see value in AI, but are wary of how it's used, according to a Smart Communications report.

AI is evolving from an attractive innovation into something much closer to an operational necessity.

If insurers can use AI to build a property file, policyholders should have the right to know what is in that file when it affects premium, eligibility, renewal or coverage.

By using AI to answer calls, insurers can handle as many as 6,000 claims per second — and the technology can provide a sympathetic ear for as long as the policyholder wants to talk.

Insurtech companies most likely to endure will prioritize the basics over elaborate tech.

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.