Customer service

The leader of the company's claims services unit talks about bringing in different points of view to American Family's update of its claims services technology, and retaining the human element of servicing claims.

Plymouth Rock's VP of customer solutions focuses on improving communication.

Women in Insurance Leadership 2023 honoree finds crowdsourcing approach to insurance product development also has applications for Boston-area charity efforts.

Through Matchett's efforts, associates have logged more than 124,000 hours of online training at the insurer. Matchett is one of Digital Insurance's Women in Insurance Leadership honorees for 2023.

A California homeowner called out CSAA for taking aerial photographs of his backyard, then revoking his homeowners policy due to "clutter." Experts say such images are personally identifiable information protected by state privacy laws.

Insurers need to find new ways to grow their business while mitigating the risk of employee burnout.

It can eliminate geographical barriers and allow teams to access and share data more freely.

Five best practices can assist in selecting and integrating generative AI data.

The industry may want to build its own large language model.

Embedding insurance policies within other products allows for more automation of the sales process than ever before.

Insurers are adapting AI technology to improve customer experience, enhance fraud detection and create accurate risk-ranking models.

Consumers preferred to share data using smart devices in the home: 45% said they are happy to share information via Amazon Alexa, Google Home and the like. A little over a third of consumers (36%) said they were willing to share data through wearables or fitness health tests.

Digital Insurance's State of Insurance 2023 report also reveals that underwriting technology and staffing difficulties are top of mind for insurers.

The carrier and the payroll services provider are working together to increase the flexibility of workers comp underwriting, based on more up-to-date data.

Companies can collect and analyze customer data to provide tailored offerings and targeted promotions based on customer behavior, preferences, and risk profiles.

It is important to leverage human-in-the-loop processes, rather than automating them away, and to surface relevant information for agents to help contextualize interactions with policyholders.

The chief information and operations officer said the company is working to give customers "seamless pickups" from voice to app to website.

In other news: Chewy expands pet insurance nationwide and Tokio Marine launches a market intelligence platform.

So far, the bots are popular conversation partners. Character.AI users have sent 36 million messages to Mario, a character based on the Nintendo 64 version of the video game plumber.

Local embedded and microinsurance models could provide immediate assistance to vulnerable low-income communities at risk of extreme climate events.