Customer service

We observe that many people never answer voicemail, virtually ignore emails, and throw away mail without even looking at it. But how do insurers communicate with policyholders and agents?

By patiently learning the ins and outs of the customer, companies are able to know their clients’ demands, adapt to those changes personalizing those interactions, says Terrance Williams.

Savvy IT execs earn their reputation by talking more about business value and business change than servers and infrastructure.

West Bend, Merchants Insurance and Hiscox will implement the company's digital conversation platform.

The group now has 30 insurance carrier members working on distributed-ledger tech solutions for the industry.

Agreement covers claims and customer-interaction technologies developed by the pay-per-mile insurer.

As insurance professionals, it’s our duty to think like we own the company, and explore and validate every potentially innovative idea

Digitalization, specialization and a better user experience are on the agenda for this recently appointed tech leader.

Companies reviving the model say that new technology and better customer service will help avoid the mistakes of the past.

The ONE Coach platform will use sensor data to identify opportunities for risk-management products tailored to the customer.

The distributed-ledger technology promises to streamline processes like claim management, pricing transparency and actuarial management.

Carriers are tapping into a wide range of new leadership in order to accelerate transformation efforts.

A J.D. Power and Centric Digital study offers examples of top performers' best practices, like chatbots and personalization.

Video-comparison algorithms and visuals can be adapted to make insurance more alluring and easy to sell.

Leaving customers feeling satisfied requires an ecosystem of processes around digital, Forrester finds.

The homeowners' insurance company has tapped insurtech Clearsurance to facilitate reviews and get insight into trends.

Survey finds 62% of those ages 18 to 34 would let carriers use third-party data from social, fitness apps and smart-home devices to lower prices

The new capability can answer customer questions in 85% of scenarios, according to the company.

The company partners with National Guardian Life to sell insurance coupled with connected toothbrushes in 16 states.

Customers are reporting increasing comfort with carrier’s digital initiatives, including usage-based insurance, according to o J.D. Power.