Customer experience

A new study indicates that investments in a customer-centric approach are paying dividends.

The company released tools designed to simplify the insurance decision-making process for consumers, as well as demystify how insurance works in its short film.

In addition to offering quote and coverage information, the newly launched site houses safety tips from the pros and gives users the ability to create their own virtual motorcycle from scratch.

Insurers perceive quality of service as key to gaining competitive edge, and will make IT management software investments accordingly.

The Los Angeles P&C carrier adds ID theft resolution services to its offerings.

Saint Paul, Minn. – The aviation unit of Travelers Cos. Inc. is using a technology-based approach to introduce a new workers’ compensation insurance program for corporate flight departments.

Insurers competing for boomer business will need business and technology platforms flexible enough to accommodate different boomer market segments, new types of transactions, new federal and state regulations and competition from multiple fronts.

Because the invoice is an opportunity to renew contact with a policyholder and demonstrate excellence in customer service, new attention is being paid to the technology behind the opportunity.

San Jose, Calif. — ISCS Inc., a Web-based policy administration solutions provider, opened a new office in Missoula, Mont. in January 2008.

Mashup applications, which enable divergent data sources, business processes and applications to be combined and streamlined, are on the rise and poised to change the insurance IT landscape.

Cleveland — Cleveland Clinic is collaborating with Google to pilot features and services of a new health offering. The recently announced Google Health electronic system, not yet publicly available, will assist providers by helping patients gain control of their medical records, which stands to benefit health insurers. Customers will have access their own health records online, enabling them to schedule appointments and refill prescriptions as well as interact with multiple physicians and health care service providers on their own—reducing reliance on an insurers’ customer service departments.

Hartford, Conn. – The Property Casualty Insurers Association of America (PCI) is urging Connecticut lawmakers to reject legislation (SB 288) that would prevent consumers from learning about the full range of their auto body repair options, increase repair costs and, ultimately, force motorists to pay higher premiums.

After years of insurers pushing ePrescribing adoption, recent survey results show physicians may be more amenable to the idea.

Studying the competition and creating a better policyholder experience will go a long way toward building customer loyalty.

Washington — American consumers want more from their health care system than they're currently getting—greater online connection to health care providers and medical records, customized insurance coverage and wider access to emerging innovations such as retail clinics, a new survey from Deloitte Development LLC reveals.

Ronald Katz, the well-known telecom technology inventor, is calling the shots with several large insurers—but for how long?

Dallas — Republic Companies Inc. acquired Four Corners Insurance Services Inc., a general agency based in Phoenix, Ariz. Four Corners specializes in non-standard auto insurance coverages produced through independent insurance agents in Arizona, Oklahoma, Oregon, Utah and Washington, D.C. Philo Smith Capital Corp. served as Four Corners' broker in this transaction.

Mobile units enable insurers to provide immediate lines of aid to those affected by recent tornadoes.

Cambridge, Mass. — A new Web site created by Liberty Mutual is generating acclaim for its ability to educate Generations X and Y about the value of renters insurance. Youcovered.com, is an online experience that has already received several industry awards including a "Best in Class" Interactive Media Award (IMA) and "Site of the Week" from Communications Arts since its debut in October 2007. It was also recognized as a finalist in the 2007 MITX (Massachusetts Innovation & Technology exchange) Awards. The Web site was designed and implemented by Sapient Interactive, the marketing services group of Sapient.

Sacramento, Calif. – Fireman’s Fund Insurance Co., Novato, Calif., is entering the ever-expanding wine industry with an “Insurance for Wineries” product that includes coverages specifically created for the business of growing, making and selling wine.