Customer experience

IBM study finds consumers more likely to buy from agents or intermediaries than websites.

Angelyn Treutel, president, SouthGroup Insurance, is given 60 seconds to outline the increasing importance of agency management.

Recent statistics present the average consumer who wants to purchase insurance using a mobile device.

Micro-Insurance Products and Mobile Are Changing Lives and Creating Growth Opportunities.

If you’re only watching social media chatter, there are big customer support and marketing opportunities passing your business by.

Health insurer designs app enabling policyholders outside the United States to submit claims using smartphone cameras.

In conjunction with America Saves Week, new website presents consumers with online resources to assess their retirement savings.

Insurer hires Nuance Communications' virtual assistant Nina to interact with its 2.25 million mobile downloaders.

New app functionality designed to enable customers to view leave time and claim details on devices.

Partnership provides mobile access for group life insurance enrollees to view their accounts.

Of those insurers participating in the survey, most (57 percent) said UBI is predominantly a rating accuracy play, which SMA acknowledged as a logical assumption, as the auto insurance value proposition is primarily about price. However, 43 percent said UBI’s value is in reducing loss costs by improving driver behavior and increasing retention (43 percent). Attracting new customers and claims control followed distantly, with 14 percent each.

What do you get when you mix trillions of dollars in assets and a quasi-ignorant understanding of finance? Enter the Generation X and Generation Y consumers.

A new report contends that insurers that commit to analyzing data from social media will be able to better establish an ROI.

Big spenders may garner lots of likes on Facebook, but when it comes to social media interaction, smaller, specialized insurers lead the way.

Anticipating a more customer-centric strategy, insurers will look to new data sources and analytical techniques to sharpen risk understanding and customer profiling, according to a new report.

Purchase highlights recent reports indicating life insurers are outspending P&C insurers when it comes to online/mobile quoting systems.

Earlier today, Marsh announced strategic changes to its Flood Service Center (FSC) that will allow it to service standard flood insurance policies as part of the National Flood Insurance Program’s (NFIP) Write Your Own (WYO) Program.

As a combined average, 42.3 percent of Europeans switching auto or household insurers, or buying for the first time, did so online last year, according to “Aggregation Metrics: Consumer Approaches to Insurance Comparison Sites in Europe,” a research paper from Finaccord. This up from 35.4 percent in 2008, making online aggregators and online comparison sites the fastest-growing distribution channel.

The P&C sector leads insurers in mobile offerings, investments; however, life/annuity insurers are investing more in quote and buy capabilities.

Analysis from HealthPocket Inc., a health insurance information site for consumers, shows that health insurers have some work to do in the areas of out-of-pocket expenses and transparency. The analysis indicates that 38 percent of plans did not disclose their deductible within its annual out-of-pocket limits, concealing the full amount a person could pay if the “Summary of Benefits” was not read carefully. Once these deductibles are factored in, many plans are not compliant with the Affordable Care Act (ACA).