Latest Customer Experience Headlines
All the headlines from our Customer Experience Topic Page, ordered by recency.
Insurtech Oyster Opens up Its Pay-as-You-Go Workers’ Comp Model in California
Nov 29 2018 // A new insurtech wants to provide pay-as-you-go workers’ compensation to as many small businesses in California as possible, and it hopes to use the momentum it’s built following a quiet launch in the East...
What Insurers Want and Get from Insurtech Partnerships
Nov 29 2018 // Remember the scene in the 1989 movie When Harry Met Sally? During lunch with Harry at a deli, Sally very publicly fakes a wild orgasm. A nearby patron, when asked what she’d like to order, signals in Sally’s...
Central Insurance Promotes Gibson to Vice President, Customer Service
Nov 8 2018 // The Central Insurance Companies, headquartered in Van Wert, Ohio, has promoted Angie Gibson to vice president of Customer Services. She succeeds Cindy Hurless who has been appointed as Central’s chief operating...
Winning, Sharing, Trusting, Failing, Losing: 10 Insuretech Connect Takeaways
Nov 5 2018 // Pulling together some loose threads from October’s Insuretech Connect Conference, here are 10 takeaways: Innovation Rap. “I actually feel the industry gets a bad rap in terms of innovation,” Dan Glaser,...
How High Customer Expectations Raise the Bar for Insurance Industry
Oct 30 2018 // Record high customer satisfaction among auto insurance customers is clearly good news for customers, especially at a time when their overall customer experience is being tested by the rising cost of auto insurance. For...
Insurtech Profile: Kordinator Adds Empathy to Automated Customer Service
Oct 22 2018 // Automated customer service is a fact of life. In fact, many people are more comfortable sharing personal details with a machine than with a human. But automation must appreciate that not every customer is a 40 year-old...
Merchants Insurance Group’s Winkworth Named to Agents Council for Technology
Oct 19 2018 // Merchants Insurance Group Customer Experience Lead Ginny Winkworth has been named as co-chair of the Customer Experience Work Group of the Agents Council for Technology (ACT), a program of the Independent Insurance Agents...
Insurtech Partnerships: What Insurers Want and Get
Oct 15 2018 // Remember the scene in the 1989 movie When Harry Met Sally? During lunch with Harry at a deli, Sally very publicly fakes a wild orgasm. A nearby patron, when asked what she’d like to order, signals in Sally’s...
Is It Time to Start Planning for 2019?
Oct 15 2018 // Are you ready? 2019 is right around the corner. A new year is a good time to introduce change and new goals at your company, because it feels like a fresh start for employees. Regardless of what was accomplished in 2018,...
Berlin Insurtech Startup Simplesurance Sets Sights on U.S. for Future Expansion
Oct 12 2018 // Simplesurance founder and CEO Robin von Hein sat down last year with Insurance Journal’s sister publication, Carrier Management, to discuss the company’s strategy. Based on the edge of Berlin’s trendy...
Get Ready for the Insurtech Revolution, Act 2
Oct 8 2018 // The digital revolution in insurance is about to begin its second act. Having in its first phase used science and technology to inspire a rethinking of insurance that is making insurance easier and more efficient to buy and...
Laying the Bike Down. Where Insurance and Motorcycles Meet
Oct 3 2018 // I had a conversation last week that gives me hope for society and makes me angry at the same time. It all goes back to an unfortunate incident where a friend had a motorcycle accident. He and his bike are in rough shape....
Linking P/C Auto Insurance Customer Experience to Improved Financial Value
Oct 2 2018 // Most insurance organizations have historically built strategic plans around a few core tenets: 1) increasing sales (market share and growth); 2) improving acquisition or retention; 3) increased persistency; and 4)...
Doing Insurance The Tompkins Way
Oct 1 2018 // On the home page of the Tompkins Insurance Agencies website, a slogan reads: “The way insurance should be done.” According to CEO and President David Boyce, this commitment means always being there for...
Can Home Insurers Keep Customers as Happy as Insurtechs?
Sep 17 2018 // Homeowners insurance companies are faring rather well when it comes to customer satisfaction. Consultants at J.D Power think the carriers’ investments in improved digital channels and bundled products that combine...
High Customer Expectations Leads to New Challenges for Insurance Satisfaction
Sep 17 2018 // Record high customer satisfaction among auto insurance customers is clearly good news for customers, especially at a time when their overall customer experience is being tested by the rising cost of auto insurance. For...
7 Ways to Help Clients Survive Hurricanes (and Other Disasters)
Sep 12 2018 // The threat of Hurricane Florence is bringing into sharper focus the often-unfulfilled need for adequate disaster insurance for businesses – and the related opportunity for insurance agents and brokers to help clients...
Customer Service: You’re Doing It Wrong.
Sep 5 2018 // Insurance is a business that’s all about people. I know. You’ve heard that before but let me be as clear as I know how. Your customers are not just some business out there. They aren’t just some person,...
5 Ways to Put Customers First and Ice the Cake with Insurtech
Sep 3 2018 // I was surprised to learn I was named one of the 50 most influential people in the United States/Western Europe for Insurtech. The fact that I was the only person, I believe, listed who makes their living on their own name...
How, Why and Where Insurance Agencies Should Use Data Analytics
Aug 22 2018 // As the data insurance agencies and brokerages continues to grow, agency managers are faced with having to answer how, why and where they can successfully analyze and use all of this data. The answer to the...
