Latest Customer Experience Headlines
All the headlines from our Customer Experience Topic Page, ordered by recency.
American Claims Management Selected by National Unity to Enhance Customer Service and Improve Results
Jul 7 2015 // San Diego, CA, July 7 2015 – Effective June 1, American Claims Management (ACM) took over the third party administration of all Georgia and California personal auto claims for National Unity Insurance Company. The...
HSB Engineering Insurance Appoints Wright as Chief Operating Officer
Jun 12 2015 // Specialist engineering and construction insurer HSB Engineering Insurance (HSB), part of Munich Re, has appointed Andy Wright as chief operating officer. Wright will be leading HSB’s operational strategy with primary...
Liberty Mutual Centralizing Personal Lines Service at 6 Call Centers
Mar 31 2015 // Boston-headquartered Liberty Mutual said it is moving to a centralized service model for its personal insurance customers beginning in January 2016. This move involves transitioning local service activities into customer...
Profile of a Great Account Manager
Feb 23 2015 // What ingredients make up a good account manager? What do you look for in terms of skills, knowledge, education and experience? Which responsibilities should management give them? The answers to these questions – which...
Big Data: It Isn’t Just for Carriers
Nov 5 2014 // This is the era of big data and while it’s no surprise that insurance carriers are big players, the fact is that agents and brokers of all sizes also have a growing stake in big data. While the insurance industry has...
Contractors Need to Be Involved in the Claims Process, BELFOR CEO Says
Nov 3 2014 // Customer service in property claims suffers when the contractor is left out of the settlement process and policy renewals may be in jeopardy because of it. That’s the word from the top executive of one of the...
Contractors Need to Be Involved in the Claims Process, BELFOR CEO Says
Oct 27 2014 // Customer service in property claims suffers when the contractor is left out of the settlement process and policy renewals may be in jeopardy because of it. That’s the word from the top executive of one of the...
Big Data: It Isn’t Just for Carriers
Oct 20 2014 // This is the era of big data and while it’s no surprise that insurance carriers are big players, the fact is that agents and brokers of all sizes also have a growing stake in big data. While the insurance industry has...
Customer Experience Makes Bigger Impact Than Policy, Claims
Sep 22 2014 // Many agents understand in principle that “customer experience” is the sum total of an agency’s interactions with prospects and policyholders. In practice, however, customer service often ends up focusing...
Why Facebook Is Still Relevant for Your Agency
May 19 2014 // Facebook wants companies to pay up. In the past few years, major social media platforms such as Facebook, Twitter, and LinkedIn have started pushing businesses toward promoted posts, paid advertisements, and sponsored...
Unhappy Auto Customers
May 5 2014 // Customers who switch auto insurance carriers due to poor service often end up sorry they did because they end up paying more. While a poor experience with their insurer is the leading reason customers shop for, and...
Customers Switching Auto Insurers Unhappy with New Prices: J.D. Power
Apr 24 2014 // Customers who switch auto insurance carriers due to poor service often end up sorry they did because they end up paying more with their new insurer, according to the latest J.D. Power 2014 U.S. Insurance Shopping...
GEICO to Hire 725 New Associates in Fredericksburg, Va., Office
Feb 20 2014 // Chevy Chase, Md.-based auto insurance giant GEICO announced Thursday that to keep up with its strong policyholder growth, its regional office in Fredericksburg, Va., plans to hire more than 725 new associates for growth...
Transforming Your Customer Experiences in a Lean Environment
Dec 2 2013 // Toyota Motor Cars, Toyota Production Systems, and Taichi Ohno have nearly perfected lean manufacturing techniques. TPS has been in constant pursuit of perfection since the concept of lean was introduced by Sakichi Toyoda...
101 Sales & Marketing Ideas for Agencies
Aug 19 2013 // Insurance Journal has listened to readers, spoken with experts, combed through columns and articles and even searched outside insurance circles to find the best sales and marketing tips for independent agencies today. Here...
Top Insurance CSRs by State for 2013
Jun 4 2013 // The National Alliance for Insurance Education & Research has announced the winners of this year’s National Outstanding Customer Service Representative (CSR) of the Year. Candidates for this award are all...
High-Tech Personal Lines: Technology Changing the Way Agents Do Business
Apr 3 2013 // Many believe there is still opportunity for independent insurance agents and their carriers to grab personal lines market share. But to do so they must find a way to compete against the giant direct response and captive...
High-Tech Personal Lines
Mar 11 2013 // How technology is changing the way agents do business Many believe there is still opportunity for independent insurance agents and their carriers to grab personal lines market share. But to do so they must find a way to...
Burand’s Agency E&O Blog: Tip #24
Feb 22 2013 // Out of Office Expectations Does your voice mail tell callers you are out-of-office and will return their calls when you return? Of course it does. Does your email advise people emailing you when you are out that you are...
Tyner Receives Customer Service Award from Independent Insurance Agents of Texas
Jul 10 2012 // Independent Insurance Agents of Texas (IIAT) announced that Susan Tyner, commercial marketing account executive for Allred Thompson Mason Daugherty, a division of Higginbotham & Assocs. in Wichita Falls, was awarded...
