Customer experience

The challenges to digital transformation value realization are deeply ingrained in the structural and cultural fabric of insurance organizations.

Over three-fourths, 76%, of consumers have reviewed their insurance policies in the past six months or plan to do so by the end of the year, according to Nationwide's 2024 Economic Impact research.

Casey Kempton, president of personal lines at Nationwide, addressing the Insurtech Insights conference, said carriers should work to educate policyholders about what to expect from weather claims.

New insurance intelligence tools and platforms aren't replacing agents—they're empowering them.

Insurers using AI to enhance their customer service need to set specific goals, identify assets and focus on ethical practices.

Digital channels are critical for auto insurance shopping and services, according to the J.D. Power 2024 U.S. Insurance Digital Experience Study.

The latest TransUnion report on insurance shopping trends found, like J.D. Power's research, that auto insurance shopping has increased again after dropping at the end of 2023.

Farley discusses his philosophy around human-centered artificial intelligence and how the supplemental insurer is focused on customers when it comes to innovation.