Customer experience

The middle of a catastrophe is not the time to discover gaps in a disbursement process. Carriers should understand the complete path from claim approval to usable funds before claim volumes spike.

David Tobias, chief product officer at Nearmap, shared insights with Digital Insurance around how aerial imagery is used by insurers to better understand the impact of natural disasters.

Eighty-eight percent of policyholders reported that they want a provider that anticipates coverage problems before they ask, but doesn't rely solely on AI to do so, according to a new VIU by HUB survey.

The most successful insurers avoid framing digital transformation as a choice between experience and technology.

The best place to start AI adoption is tasks where employees already describe them as repetitive, slow or unnecessarily difficult, writes Amy Carlisle, president of MSI.

Aaron Minkovich, chief technology officer at Manulife, shared insights into how the company will expand AI and the ROI related to the partnership.

Effi Fuks-Leichtag, chief product officer at ERGO NEXT Insurance, writes about how entrepreneurs are turning to AI search tools for insurance guidance.

Improving the claims experience is critical for customer satisfaction and retention, according to Deloitte research.

Recent chemical incidents in Washington and California highlight the peril of forgoing pollution coverage, writes Dennis Willette, SVP and head of environmental at Westfield Specialty Insurance.

Clients now expect a baseline level of technology options from brokers, the company's 2026 Broker Services Survey finds.

The property-and-casualty insurance industry is undergoing a major digital transformation with the rise of generative artificial intelligence, writes Abhishek Peter, manager of digital marketing at FECUND Software Services.

Insurance companies are sharing their AI success stories with a focus on specific niches: controlling churn, fielding customer calls, slashing underwriting time and more. But even the biggest proponents of AI know it has limits.

Connected systems can help consumers understand each stage of the life insurance journey and ensure a more seamless, less fragmented consumer experience.

Virtual and mixed reality still have value for internal use and customer experience, even if other industries are moving on, writes Mark Klein, Chief Digital Officer at ERGO Group AG.

Legacy infrastructure, data challenges, workflow integration issues, regulatory concerns and skill shortages remain key obstacles in 2026

The carriers that are getting it right aren't using AI to replace adjusters.

As more policyholders shop around, insurers are applying AI in many ways to entice them to stay, executives from LexisNexis, Gallagher and Chubb say.

Insurance companies are unknowingly turning away customers when technology fails both the applicant and the human handling customer service, writes Michael Podgortsev, director of data and AI strategy, speaks from personal experience: A hum

Travelers made a major bet on AI when it committed to developing its own in-house large language model, TravelersLLM. CTO Mojgan Lefebvre discusses how the company determines the technology's success.

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.