Customer experience

Claims processing remained the top compliance issue for P&C insurers, followed by rating factors and the cancelation of policies. In terms of life and health insurers, problems with claims processing stole the top spot away from compliant policy forms, which was reported last year as the biggest compliance issue. Failure to pay claims properly in accordance with policy provisions was only fifth on that list for life and health insurers.

Dissecting the consumer experience to find the most important touch points and evaluate brand harmony can say a lot about a brand's ability to garner loyalty.

USAA received the highest online policyholder security rating based on a new report from Corporate Insight, titled “Login Security: Keeping Policyholder Information Safe.” Amica received marks just short of USAA’s while Progressive was cited just behind Amica. Best practices offered by the research firm were for insurers to offer login access throughout the company website, provide additional security options, provide easily accessible security information and provide users with the option to set security questions.

Mobile app attempts to use specific smartphone technologies to provide drivers with an around-the-clock roadside resource.

Insurer offers online home inventory service stored in the cloud.

Online consumer research and aggregators are again changing the way insurers approach the market, how can insurers stay focused on the consumer experience?

Application designed to allow policyholders to check claims information and policy details from their mobile devices.

Recent studies place insurers in the middle of the pack in terms of social networking adoption, but are they getting enough out of it?

Michael Raynor, author of "The Innovator's Manifesto" discusses where insurers need to focus innovation and disruption efforts.

SMA study finds customers, products, finance and investments next areas ripe for transformation.

Esurance has expanded its usage-based insurance program and now offers both UBI and traditional auto insurance in Arkansas. Esurance is backed by Allstate, the largest publicly held personal lines insurer in the United States.

Hurricane Isaac is not likely to be a market-changing event that would tip the balance to a hard property market.

The insurance industry uses just 20 percent of mobile apps' potential, research firm says. However a few insurers are doing it right.

Alliance aims to enable agents to submit applications electronically, reduce processing time and cost.

Erie Insurance announced three executive appointments today: Richard Burt, EVP, Product; Christina Marsh, SVP, Services; and Dionne Wallace Oakley, SVP, Human Resources.

How a start-up telematics insurer is allowing U.K. insurers to look at young drivers completely differently.

This week, the insurer found itself at the mercy of the Internet. While social analytics is set to take off in coming years and monitoring social networks for feedback is increasingly seen as essential in this era of consumer-centrism, this is an uncanny example of why these initiatives need to be fully embraced.

John Hancock, Pacific Life, Allstate and four others selected by CSC and its North American client community.

Of the 14 life insurance firms monitored by Corporate Insight, Liberty Mutual and USAA were cited as having the strongest social media performances and were awarded top grades.

Free informative app, called WreckCheck, designed to help consumers protect property, identities with accident reports.