Customer service

Tealeaf 8 is designed to measure Web site experience in real-time by identifying patterns of behavior that signify customer struggle.

Online tool enables single, uniform reporting to multiple entities.

Insurers’ self-service strategies should be about bringing together process management and customer experience management.

The two companies announced a partnership to couple DocuSign’s signature technology with iPipeline’s e-Policy Solution.

With economy leveling, carriers are opening new offices nationwide.

Insurers plotting mobile payment plans would be wise to watch what unfolds as Apple decides the iPhone's future as a mobile payment device.

Reaching out to touch someone via the Yellow Pages and other conventional marketing tools has been rendered ineffective as insurers attract customers using LinkedIn, Facebook.

Making its auto insurance application available on Google’s mobile Android smartphones, Progressive sees immediate uptick in Web site traffic.

Blue Shield of California will identify on its Web site physicians in the state who score above average in up to eight quality measures.

WorkCenter Loss Total 4.0 combines Mitchell’s processing solutions with J.D. Power’s data analysis and pricing capabilities.

With consumers using digital tools to search for information before making an insurance purchase, insurers must plan accordingly, a new report says.

A university study implies that young people are just as concerned as baby boomers about online privacy, but the details tell a different story.

Insurer says HP Exstream offers interactive and real-time capabilities that allow for convenient distribution of documents to policyholders.

Letting customers do the work for themselves obviously saves money for insurers, but why don’t more customers do it?

Insurers must link plans to the overall company strategy already in use, and expect detours along the way, Gartner analysts say.

Why should insurers use social networks? Celent provides three principle reasons.

After more than 100 hours of interviews with insurance execs, SMA unearthed 10 common initiatives regarding market recovery and future changes.

If Tiger Woods' image can have such a profound effect on Gatorade and Nike's bottom lines, can characters in insurers' ad campaigns do the same?

Survey results raise questions about bancassurance being the preferred channel, as insurance Web sites and aggregators gain ground.

CMS served Aetna with an intermediate sanction notice because the insurer didn't comply with rules about changing drug-plan designs.