Customer service

Almost half of the five-star ratings mentioned a good experience with an adjuster as the primary reason for satisfaction in a claims process, according to the customer satisfaction surveys analyzed by Hi Marley.

Lack of information about the claims process, smaller than expected claims payouts, denial of claims and inability to reach claims staff were also noted as frustrations from respondents, according to a survey of 250 policyholders in the U.S. and Canada, from Publicis Sapient, a consulting firm.

While digital life insurance buyers find it easier than expected, lags in policy delivery impact customer relationships right off the bat.

Satisfaction scores dropped when customers submitted photos digitally, but still had to schedule an inspection, market research firm finds.

Digital Insurance received responses via email from Yael Wissner-Levy, vice president of communications at Lemonade about its pet insurance product and consumer education.

Property and auto insurance shopping levels finished 2021 lower than any point in 2020, the company reports.

As 2022 gets under way, insurers have opportunities to boost their visibility beyond simply increasing their marketing spending.

The demand for no-medical exam life insurance has grown in the last year, likely related to the COVID-19 pandemic. From October to December 2021, about 56% of applications submitted through Policygenius were for no-medical exam policies compared to January to March 2021, which was only 26%.

The disruptions created by the pandemic, natural disasters and a shifting workforce in the past year have challenged insurers to respond to market uncertainties with speed. Before looking at where technology met its goals and where there are opportunities for 2022, it bears noting how carriers mitigated uncertainty and aggressively charted a path forward. Carriers didn’t shy away from the need to digitize or accelerate movement to the cloud.

New methods, using artificial intelligence, ease the fraud detection burden and help insurance companies stay one step ahead.

Digital Insurance spoke with Rand Harbert, chief agency, sales and marketing officer for State Farm about celebrating 100 years and its support of small businesses.

New research from SMA shows that the plans and progress of some transformational technologies are accelerating ahead as others have hit the brakes.

In 2021, only about 40% of claimants interacted with a claim estimator via digital channels and 47% made a claim using a website.

Ecosystems, sustainability and workforce transformation were the main topics of the EY 2022 Global Insurance Outlook, which comes out in January 2022. It’s important to understand how digital transformation is uniquely related to each of those topics.

Forty-six percent of consumers are open to pay-per-mile and 45% are interested in a program that rewards safe driving with discounts, according to a Nationwide survey. Yet only 45% of agents offer telematics to a quarter or fewer of customers.

Only 32% of 2,750 U.S. consumers surveyed by the company in fall 2021 had been offered telematics-based insurance, the company said. Of those that were offered, 49% took the offer, and 64% have stuck with it.

The transformation of consumer-focused technologies is forcing providers to adopt new tools to keep up. However, many of these tools are not built with user-friendly experiences that meet customer expectations, and therefore, they suffer from low engagement and adoption.

There are many important legal issues to consider when operating in the heavily regulated and ever-changing insurance ecosystem. Discussed are some of the key issues to consider when contracting, to demonstrate what is truly important and where insurtechs should focus, whether it concerns program administrator agreements or other types of partnership, master services, or marketing agreements.

Five strategies that insurers can use to cut friction from the customer journey as they work towards digitally transforming their business.

A crucial point that many businesses engaged in the B2B sharing economy are increasingly aware of is that engagement often carries considerable liability risk, which is why it is of utmost importance for businesses to insure against this risk with robust verification services.