Customer service

Investments in hyper-personalization, AI targeting, digital transformation and marketing are taking precedence over customer expectations, the credit bureau finds in its latest study.

Carriers that deliver communication quality, clarity of instructions, compassion from staff, and a single dependable point of contact were remembered and chosen again.

Consumers still see value in AI, but are wary of how it's used, according to a Smart Communications report.

AI is evolving from an attractive innovation into something much closer to an operational necessity.

If insurers can use AI to build a property file, policyholders should have the right to know what is in that file when it affects premium, eligibility, renewal or coverage.

By using AI to answer calls, insurers can handle as many as 6,000 claims per second — and the technology can provide a sympathetic ear for as long as the policyholder wants to talk.

Insurtech companies most likely to endure will prioritize the basics over elaborate tech.

Insurance carriers are investing in technology to gauge how interactions between carriers and policyholders are evolving.

Deloitte released its 2026 Insurance Prediction, which explores how agentic AI is poised to reshape life insurance distribution and reach.

The combination of an AI tool with a human makes it easier to obtain accurate quotes, identify coverage gaps and share documentation between parties.

Can an insurer explain its decisions and demonstrate that AI is being used fairly and responsibly?

Audit your KPIs, align around outcomes and measure incrementality across the conversion stages.

Just over 44% of consumers report a positive experience with voice AI assistants, according to Sonant's latest report.

Customer satisfaction with insurer websites and apps dropped in 2026, according to JD Power research.

Reputation events are currently managed reactively by communications teams reporting using tools built for brand storytelling.

Travel insurance customers have long complained online about gotcha clauses and foot-dragging on claims.

Bridging the gap between knowledge and core systems is the key to an improved user experience.

Carriers gain ground when treating personalization as a structural shift instead of a simple feature enhancement.

Moving beyond a model centered on reimbursing claims to one that supports healthier outcomes earlier in the pet care journey.