Customer service

The evolution of customer communications helps forge stronger ties between insurers and clients.

Agents shouldn’t compete against their carriers for sales but we work with them for the benefit of their mutual clients.

Many factors contributed to the success of the MetLife Wall, which enables the insurer to see a complete view of customer interactions and activities. This ability helps call center agents work with customers more effectively and also benefits research and development.

Price comparisons, ratings and reviews are now “old school,” according to Forrester Research, and armed with digital tools, consumers are filling many legacy insurance roles.

Insurers increase focus on improving customer satisfaction and retention through more effective claims processing, according to recent survey.

Auto insurers ranked on price, distribution channel and policy offerings during the purchase experience.

The insurer now offers independent agents the opportunity to automatically download policy updates daily through Vertafore’s AMS360 and continues to retire old technologies.

The power partnership has the potential to transform and redefine AXA's customer experience, customer engagement, digital presence and growth potential to levels not yet seen in insurance.

The portal is designed to enable customers to choose coverage via a side-by-side quote, but also purchase and service the insurance on one platform.

Insurance data experts convene in IDMA annual meeting panel to underline big data opportunities and imperatives.

The integration from the Property Claim Services division of Verisk Analytics is designed to align the use of precision climate business data for P&C insurers.

New features are designed to enable insurers to introduce products to the market more quickly, efficiently and reliably.

Customer experience management, unlike customer relationship management, offers measurable return on investment, as well as many opportunities for process improvements.

Consumers are eager for a better customer experience, and while things are improving in the insurance space, the gap between the haves and the have-nots is getting deeper and wider.

To satisfy increasingly sophisticated customer expectations, insurers must first rethink the business from the outside in, replace or modernize their technologies and continuously measure their progress.

Carriers increasingly are confronted with the inherent limitations of legacy platforms as they redefine their go-to-market strategies.

An Accenture survey finds that more and more customers are open to providing greater access to their personal data if it means more personalized products or better value.

Higher losses and premium rates likely to result from ACA open enrollment extensions, Moody's says.

Annual awards are based on 3,835 customer scores and rankings for 15 auto, home, health and 14 life insurers.

P&C insurer looks to BillingCenter for oversight of billing operations, including agency and direct bill, across all of its lines of business.