Customer experience

Print/mail outsourcing can relieve burdens, but insurers need to maintain effective customer communications.

The growing use of the Internet, social media and mobile devices to gather information is forcing insurers to re-evaluate their customer relationship management systems and strategies to best respond.

New study names State Farm and USAA the top mobile presences based on user preference, capability and usability.

With all the tools and technologies at our disposal, isn’t it just good sense to hold clients’ contractually accountable for known risk management prevention efforts?

Customer satisfaction holds steady despite increase in amount of time needed to repair vehicles, J.D. Power study finds.

Google’s Glen Reardon deconstructs the traditional three-step marketing model to find that mobility is a growing, disruptive force that cannot be ignored.

Online auto quote tools are becoming increasingly robust, a new report evaluating offerings from Allstate, GEICO and The Hartford, finds.

U.S. Households Investigating But Not Buying Life Insurance?

J.D. Power and Associates recognizes property/casualty insurer for its call center’s customer service operations.

AIG Forms New Group Benefits Organization

U.S. employees’ confidence in their ability to retire comfortably continued to rebound from post-recession lows last year, notes a new report issued by Towers Watson. But among the Generation X set, concerns still linger.

Life insurer moves to increase productivity through CRM, forms technology upgrades.

State Farm has made its Driver Feedback mobile app available on Android devices. This free app is designed to turn a person’s cell phone into a pocket-sized driving coach when placed in the car.

The new market demands a nuanced approach to reaching consumers, one that involves subtle tactics using today's networks of influence.

Insights from Novarica's Matt Josefowicz on technology trends for the upcoming year: social media, web-to-mobile transitions and those expensive core system modernizations.

Carrier pushes continuing education by offering two free courses to staff members.

Carriers need to become “customer-centric,” embracing a variety of insurance products and technologies to support the customer experience.

Internal app enables mobile quoting and sales for iPad users, with Android compatibility yet to come

Charging customers fees to conduct e-commerce is a bad idea and will create scrutiny and ill will; something insurance carriers always need to avoid.

New report examines how insurers can steel themselves for coming changes in the healthcare market.