Insurers Increasingly Embrace Robots over Humans for Customer Service

By | April 19, 2017

  • April 19, 2017 at 1:49 pm
    reality bites says:
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    Thank goodness. Then we can automate our marketing staff and save money too, especially if we don’t have to spend TENS of THOUSANDS of dollars entertaining underwriters.

    • April 19, 2017 at 2:39 pm
      Agent says:
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      I guess the Indian customer service reps didn’t work out so well since most don’t speak understandable English and we have to ask to be transferred to the USA and an American rep. Robots won’t be any different. How do they answer a customer with a huge rate increase? So sorry, so sad, click.

  • April 19, 2017 at 3:36 pm
    Perplexed says:
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    Robots may know more than some of the underwriters we have to deal with everyday. I don’t like where this is going, but it’s so frustrating working with people every day that don’t know much about insurance.

    • April 19, 2017 at 4:01 pm
      Agent says:
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      Perplexed, underwriters are weird people. They are poorly trained, victims of Common Core education and no common sense whatsoever. It has been a while since I was able to talk to a good, experienced underwriter and go over a risk with them. Everything is a computer submission and all the little boxes have to be checked for approval and then it still goes into underwriter review. About the time you think something fits the appetite guide, the guide changes and no longer eligible. Very frustrating.

      • April 19, 2017 at 5:40 pm
        Underwriter says:
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        Most–if not all–carriers have completely abandoned high quality and intensive underwriting training programs. Who is building a talent pool these days?

        Plus, good underwriters are expensive. We’ll be programmed out of jobs sooner than we all would like to think. That goes for agents, too. 15%? Pssh, get out of here. Watson will do it cheaper, and you don’t have to buy him lunch or travel to see him.

        Consolidation and disappearance of regional carriers and the commoditization of insurance has radically changed the business in just the last 10-15 years.

        • April 20, 2017 at 9:48 am
          Agent says:
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          The demise of the Independent Agent has been forecast for the past 30 years. We are still here and doing well and have carriers beating at our door to appoint with them. Company underwriters have no idea what goes on in the real world of agents.

          • April 20, 2017 at 11:06 am
            Underwriter says:
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            I strongly support the independent agency distribution model and come from a family of independent agents. You know what they say about making assumptions…

  • April 24, 2017 at 12:39 pm
    Agent says:
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    Underwriter, you should have stayed in the family of Independent Agents instead of working for a company as an underwriter. Perhaps you didn’t like selling to the public???????

    • April 25, 2017 at 6:12 pm
      Actu says:
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      Look at the people here; the ones that have said they are agents are mostly dumbasses. He (or she) probably didn’t want to spend their day surrounded by racist, ignorant people, like you.



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