Customer service

Increasingly sophisticated user expectations drive tech market, Celent says, as insurers look for ways to differentiate commoditized products.

Cloud applications and Web services help insurers improve their time to market. They can launch new products and services, and address competitive pressures proactively.

Product development and marketing are slated for the largest analytics investments, and most P&C insurers plan to increase spending.

Customers increasingly want the convenience of mobile-based payment options, and insurers are finding a host of benefits to offering it, including increased customer retention, lower costs and more consistent levels of service.

Mallika Madakasira, insights manager for Blue Shield of California, discusses customers' growing expectations for responsiveness.

Agent and consumer portals, business intelligence and core systems revamps are top priorities, as personal lines insurers concentrate on growth, expense reduction and improving underwriting results, Novarica says.

MyFirstAm designed to provide users with access to title order status and the ability to place customer service requests.

Since the option to buy commercial insurance materialized online, the segment has become more open to the new channel as it prioritizes price and convenience, according to Novarica research.

A guide to the various options insurers have when attempting to tackle lacking data quality, inconsistent formats and fragmented sources.

State Farm, AAA and Allstate also included in the top 100 of Temkin's 2013 Trust Ratings.

Customers are much more likely to stay with an insurer through a price change if they are notified of it and given an explanation in advance, according to a new study from J.D. Power and Associates.

Sixty percent of large U.S. insurers currently offer discounts through telematics programs.

MobileCloud Monitoring designed to enable proactive capture, analysis of mobile end-user experience.

Board members should raise nine critical questions when discussing technology strategy with IT and business managers.

The days of social media strategy meaning you open a Facebook page and staff it with someone young and bright are over.

United Fire Group has selected the Jarus Mobile solution for the implementation of self-service mobile applications for its agents and policyholders.

The Affordable Care Act has had the unintended effect of boosting developing private exchanges markets where uninsured consumers compare and purchase high-deductible health insurance plans (HDHPs), according to Aite Group. As a result, the U.S. has 75 million HDHP consumers who have a serious reason to be more price-sensitive than traditionally insured consumers, the research firm said in its report, “Transparency in Healthcare: A New Market.”

Insurer bolsters claims operations with additional staff and by partnering with a catastrophe response firm, as well as enabling a toll-free number for filing claims.

ABI Research outlines radical changes to the auto insurance industry in a new report.

Insurers and agents need to build more agility into their relationships in order to deliver the type of customer experience that will be required in the future.