Customer experience

Carriers can blend automation with personal service to reach multiple generations and achieve a competitive edge.

With an influx of tech-savvy customers, carriers must devise new customer service philosophies to meet differing service expectations.

Whether it's ripping and replacing or maintaining and enhancing, experts recommend insurers take action with their billing systems.

Brookfield , Wis. , - Pekin Insurance Co., a provider of property, casualty, life, individual, business, and group products, plans to implement an advanced billing solution from Fiserv Inc., a Brookfield , Wis. , provider of technology solutions for the financial and insurance industries.

Insurer is processing claims and serving meals in storm-damaged Minnesota town.

Alliant will provide ClearPoint with the ability to bring P&C expertise to its clients from a proven industry leader, as well as an extensive national service delivery platform.

The Wall Street Journal reports that Hewlett-Packard is reportedly nearing a deal to buy Electronic Data Systems for between $12 billion and $13 billion.

Versata executives expect to meet with Clear’s customers to describe the benefits of the customer success program, and formulate a plan to ensure continued mutual success.

Greenwich Associates presents the award based on a study of 714 risk managers, which concluded that insurers’ claim management process is a significant determinant of customer satisfaction and loyalty.

A new report says telematics will help insurers improve the accuracy of their risk-based pricing models, and potentially allow them to offer more variable, pay-as-you-drive pricing models.

The Massachusetts Association of Insurance Agents alleges the company’s online quotes mislead consumers in Massachusetts.

A new architecture and associated document management solution is streamlining enrollment at Unum Group.

Travelers mobilized its Catastrophe Response Team and Farmers Insurance opened a temporary claims location to aid customers.

New York Life and MetLife are two insurers making changes to their Web sites to satisfy and educate customers.

By 2013, enterprise spending on Web 2.0 technologies will reach $4.6 billion globally, according to a new report from Forrester Research Inc.

Farmers Insurance Group acknowledged 17 agents and district managers as ‘BIG Hitters’ in promoting its commercial insurance policies.

Zurich North America Commercial will capture efficiencies in targeted areas and reduce approximately 4% of the staff that supports the business division, primarily in non-market-facing roles.

Product commoditization and decreasing customer loyalty is forcing insurers to improve their customer relationship management (CRM) strategies.

Consumers look to insurers for identity theft information, which could ultimately lead to identity theft insurance purchases.

Shifts in customer behavior, distribution patterns and preferences could provide significant growth opportunities for insurers prepared to embrace and leverage these emerging changes.