Customer service

Virgil R. Miller will succeed Teresa L. White.

The path to artificial intelligence implementation can be costly and arduous. Are financial leaders reaping the benefits?

Creating an open API architecture gives mid-size agencies the modern, digital-first tools to compete with larger insurance players.

Aviation faces significant challenges that are affecting rates and challenges attracting and retaining highly skilled talent.

Jennifer Helms, Boston Mutual’s executive vice president, will lead the department.

Customer satisfaction in insurer's digital offerings declined this year, according to the J.D. Power 2022 U.S. Insurance Digital Experience Study.

As much as consumers' financial services needs have evolved in the last two years, so have executives' demands and expectations of their innovation initiatives.

Legacy carriers must work to up their digital capabilities and online user experience.

Organizations are driving to become fully automated enterprises, but single point solutions are putting that goal at risk.

Insurance companies and their technology partners are mobilizing to respond to rapidly changing customer needs and expectations in the post-COVID era.

Farmers, CNA and The Hartford share resources.

iLife launched 10 months ago as a digital hub for life insurance agents.

Technology moves at a breakneck pace that threatens to leave flat-footed organizations in the dust. But industry leaders are leveraging the bleeding edge to get ahead of the pack and never look back. 

Digitization can yield opportunities to provide more personalized experiences.

Life insurance carrier leader discusses meeting evolving customer expectations with digital experiences.

Digitizing the salvage process can enable faster settlement of claims, improve insurers’ NPS scores and lower vehicle storage costs.

Despite an influx of potential rental insurance customers, carriers must innovate to cut through the noise and connect with their best prospects on a personal level to ultimately turn them into a client. With so much competition, simply reaching out at the right time may not be enough. Insurers need to understand these consumers on a deeper level.

Automation is well-positioned as a maturing technology that facilitates digital transformation without jeopardizing customer service.

Partnerships between automakers and insurance carriers have existed for decades, but more recent deals offer customers insurance options at the point of sale using telematics data capabilities built into connected-car platforms.