Latest Customer Experience Headlines
All the headlines from our Customer Experience Topic Page, ordered by recency.
JD Power: Customers Not Happy With Carrier Property Claims Service
Apr 7 2025 // Higher premiums and longer wait times make property owners less satisfied with their insurers. These not-very-surprising results from J.D. Power’s 2025 U.S. Property Claims Satisfaction Study align with today’s...
JD Power: Customers Not Happy With Carrier Property Claims Service
Mar 20 2025 // Higher premiums and longer wait times make property owners less satisfied with their insurers. These not-very-surprising results from J.D. Power’s 2025 U.S. Property Claims Satisfaction Study align with today’s...
The 2025 Outstanding CSR of the Year Competition is Now Open—Recognize Excellence in Customer Service!
Mar 12 2025 // Austin TX, March 11, 2025 –Every year, the Risk & Insurance Education Alliance invites the best and brightest in customer service to compete to be named the Outstanding CSR of the Year ®—a prestigious honor...
A Better Customer Experience: What Agents Should Expect from Insurers
Oct 7 2024 // In today’s competitive insurance environment, successful independent agencies have focused on building their agency’s brand. To that end, agents must focus on working with insurance companies whose service...
Elevating the Customer Experience: Innovations in the Insurance Industry
Jul 26 2024 // This post is part of a series sponsored by Dyad. In today’s rapidly evolving digital landscape, customer experience is paramount across all industries, including insurance. While traditionally viewed as a...
Hard-to-Come-By Trust Is Top Driver of Auto Insurance Customer Satisfaction: J.D. Power
Jun 12 2024 // Rate increases do not necessarily erode customer satisfaction with auto insurers, according to the J.D. Power 2024 U.S. Auto Insurance Study. The consumer intelligence company reported that when customers have a high level...
Rising Prices, Low Satisfaction Drive 49% of Customers to Shop For New Auto Insurance
May 3 2024 // Increased premiums combined with lackluster customer satisfaction scores are driving record numbers of auto insurance customers into the market for a new policy, according to the J.D. Power 2024 U.S. Insurance Shopping...
Revolutionizing Customer Experience: How Insurance Agencies Leverage Technology for Streamlined Services
Apr 5 2024 // This post is part of a series sponsored by Dyad. In an era where technology is rapidly transforming every aspect of our lives, industries across the board are embracing digital innovations to enhance customer experience....
Homeowners Insurance Customers Are Not Happy
Apr 1 2024 // Did your homeowners insurance premium go up this year? Mine did. Of course I live just outside of Austin, Texas, where wildfire risk has risen significantly as the state battles ongoing severe drought. Even with a nearly...
Homeowners Insurance Customer Satisfaction at 7-Year Low
Mar 20 2024 // With 28 catastrophic weather events in 2023 causing nearly $93 billion in damage, customer service satisfaction plunged to a seven year low, according to the latest J.D. Power 2024 U.S. Property Claims Satisfaction Study...
Reuters Events launches Customer Service & Experience West 2024 to Navigate The frontier of Human Experience.
Jan 29 2024 // SAN DIEGO, CA., January 29, 2024 – December saw the launch of Customer Service & Experience West focused on taking a collective leap forward in strategy, technology, and customer-centricity, Reuters Events today...
UBI-Use Rises as Customer Satisfaction Declines
Jul 3 2023 // Auto insurance rates are rising and that is leading consumers to look at usage-based insurance (UBI) options to help defray some costs. About one third of auto insurance customers in the U.S. reported a rate increase in...
Digitalizing Your Claims Processes To Improve Customer Experience During a Crisis
Jun 14 2023 // This post is part of a series sponsored by CoreLogic. With the Atlantic Hurricane season starting on June 1 – and lasting through November – it is essential to start preparing for tropical storms and hurricanes. And...
Usage-Based Insurance Surges as Customers Dissatisfied With Auto Insurance
Jun 14 2023 // About one third of auto insurance customers in the U.S. reported a rate increase in the past year, leading to a growing number moving to usage-based insurance (UBI). This has led to the largest decline in customer...
Insurance 101: Do Your Customer Service Representatives Need a License?
Feb 8 2023 // This post is part of a series sponsored by AgentSync. Customer service representatives working in the insurance industry provide a valuable connection between policyholders and insurance providers. Great customer service...
Customer Satisfaction With Digital Claims Declines Again: J.D. Power
Dec 21 2022 // Customer satisfaction with insurers’ digital claims systems declined for the second consecutive year, according to a J.D. Power survey of auto and home policyholders. Mark Garrett, director of P/C insurance...
J.D. Power: Auto Insurance Customer Satisfaction Has Eroded
Jun 6 2022 // J.D. Power found in a recent survey that auto insurance customer satisfaction with price has plummeted, driving a surge in policy shopping activity while dragging on the purchase experience index. “A perfect storm of...
J.D. Power Survey Finds Auto Insurance Customer Satisfaction Has Eroded
May 25 2022 // J.D. Power found in a recent survey that auto insurance customer satisfaction with price has plummeted, driving a surge in policy shopping activity while dragging on the purchase experience index. “A perfect storm of...
Small Business Revolution
Mar 7 2022 // Optimism, Resiliency Open New Doors for Sector Sector Buoyed by Record Start-Ups, Pandemic Resiliency The global pandemic, economic recession and worldwide supply chain shortages have not hindered the optimism and drive of...
Customer Satisfaction Scores Drop for Property Claims: J.D. Power
Mar 4 2022 // J.D. Power says frustration with slower claim cycle times and a rough transition to digital channels contributed to the lowest customer satisfaction score for property claims in five years. Overall customer satisfaction...
