customer experience News

How Agent and Carrier Relationships Are Changing in a Customer-Centric World

Auto insurance shoppers are placing a greater importance on having more services provided to them today versus five years ago, underscoring the fact that shoppers are increasingly demanding more product options and more and different ways to connect with their …

P/C Insurers Way Behind in Digital Customer Service: J.D. Power

Property/casualty insurers have a long way to go toward meeting customer expectations about their digital interactions. A new J.D. Power 2018 Insurance Digital Experience Study concludes that while a few insurers have excelled with digital customer service, such as GEICO …

Insurers Hope Insurtech Will ‘Nudge’ Customers to Less Risky Behaviors

Insurers are counting on real-time technology to help them cut back payouts, from a system warning ships of nearby pirates to an app offering to buy sleepy drivers a coffee on the motorway. The lure of products promising to save …

‘Outside Forces’ are Changing the Industry: Markel’s Kumana Has Solutions

Darius Kumana leads a new team with a new mission that aims to bring the re/insurance industry into the 21st century. He recently joined Markel International in London as head of IT and Digital Strategy – specialties that until recently …

European Insurance Forum Examines a Changing World

With the long journey towards a unified regulatory system for insurance in the European Union – Solvency II – finally appearing to be near its end, the re/insurance industry has realized that even greater challenges need to be addressed – …