Customer experience

Social media and mobile computing serve as a backdrop for several of Deloitte’s insurance tech trends and opportunities for 2013.

Social media and digitization have made it easy to get closer to customers; the question is how to use that knowledge and access without becoming invasive.

Insurer looks to ForgeRock’s architecture to provide the power, economics and agility required to establish secure access controls for mission-critical applications at scale across any population.

To expand its product offerings, distribution and geographic presence, Nevada General Insurance, a midsize P&C insurer, replaced its Web portal for policy quoting, issuance and endorsements with a packaged solution and integrated it with the policy administration system, enabling agent and direct-to-consumer sales.

Gartner analysts review mobile operating systems and the basic elements of mobile device management.

The hyper-connected consumer of the next generation will expect a highly tailored customer experience, and it can't hurt to start anticipating these needs now.

Personal lines insurer looks to Insurer Policy and Insurer Analytics to provide a new foundation for customer service.

Wynsure system also designed to deliver self-service functions for producers, employers, employees and employee benefits administrators.

Website also designed to enable an electronic payment method called ePayment Plus.

The White House on the evening of July 2, in a blog posting from Valerie Jarrett, senior advisor to the President, announced it will suspend for one year reporting requirements in 2014 for larger employers to demonstrate compliance with a mandate to offer employees health insurance coverage, and not enforce financial penalties for larger employers that fail to comply until 2015, one year later than authorized in the Affordable Care Act.

Insurance QuickPass designed to digitize insurance policies in an app for drivers.

Increasingly sophisticated user expectations drive tech market, Celent says, as insurers look for ways to differentiate commoditized products.

Cloud applications and Web services help insurers improve their time to market. They can launch new products and services, and address competitive pressures proactively.

Product development and marketing are slated for the largest analytics investments, and most P&C insurers plan to increase spending.

Customers increasingly want the convenience of mobile-based payment options, and insurers are finding a host of benefits to offering it, including increased customer retention, lower costs and more consistent levels of service.

Mallika Madakasira, insights manager for Blue Shield of California, discusses customers' growing expectations for responsiveness.

Agent and consumer portals, business intelligence and core systems revamps are top priorities, as personal lines insurers concentrate on growth, expense reduction and improving underwriting results, Novarica says.

MyFirstAm designed to provide users with access to title order status and the ability to place customer service requests.

Since the option to buy commercial insurance materialized online, the segment has become more open to the new channel as it prioritizes price and convenience, according to Novarica research.

A guide to the various options insurers have when attempting to tackle lacking data quality, inconsistent formats and fragmented sources.