Latest Customer Experience Headlines
All the headlines from our Customer Experience Topic Page, ordered by recency.
Massachusetts’ Arbella Insurance Group Promotes Martin
Jan 31 2018 // The Arbella Insurance Group, a Quincy, Mass.-based regional property and casualty insurance company, has appointed Karin Martin to assistant vice president in its contact centers. Reporting to Janet Corcoran, executive...
Tech Talk: The Real Threat to Agents from Amazon
Jan 22 2018 // Amazon may be close to jumping back into insurance, at least in India, with this month’s announcement of a possible investment in an online-only insurance startup. Whether the retailing behemoth is or isn’t,...
Microinsurer BIMA Aims to Close Developing Nations’ Protection Gap with Life & Health Cover
Jan 19 2018 // The insurance protection gap in developing nations is being filled by a growing group of microinsurers, which provide coverage that ranges from life and health insurance, to crop insurance, to property protection after...
Florida Insurance Agents Recount Hurricane Irma’s Personal Impact
Oct 26 2017 // It’s been just over a month since Hurricane Irma hit Florida, and it won’t be forgotten in Florida by anyone anytime soon, especially not by those in the insurance industry. The powerful storm made landfall...
Rogers Named IIAT’s Customer Service Representative of the Year
Jul 31 2017 // The Independent Insurance Agents of Texas (IIAT) has named Cheryl Rogers of K&S Insurance in Rockwall as its Customer Service Representative (CSR) of the Year. Rogers was presented with the award at IIAT’s 120th...
TWFG Honors Top Producers
Jul 20 2017 // Successful insurance agents with The Woodlands, Texas-based TWFG received official recognition and awards during TWFG’s recent convention. President and CEO Gordy Bunch inducted 20 new members into the insurance...
People
Jun 19 2017 // West Des Moines, Iowa-based GuideOne Insurance has named Jessica E. Clark as the company’s new chief executive officer. Bringing nearly 20 years of leadership experience in property and casualty insurance, Clark...
Illinois’ Palestine Insurance Agency Adds Erton
Jun 1 2017 // Palestine Insurance Agency in Palestine, Ill., recently hired Mindy Erton as a customer service representative (CSR). In this position, Erton will handle the collection, processing, and distribution of all agency...
Insurers Increasingly Embrace Robots over Humans for Customer Service
Apr 19 2017 // Frustrated with automated answering machines before you finally get to speak with a customer service representative? When it comes to insurance, you’ll just as likely end up dealing with a robot as a human within...
Insurtech Startups Take Note: Traditional Insurers Score Highest Ever Satisfaction Grades
Apr 3 2017 // Those uppity insurtech startups might want to take note: About one of every 15 U.S. homeowners insurance policyholders files a claim each year, and these claimants are now giving insurers their highest ever satisfaction...
Take This Lemonade and Startups: Insurers Garner Record High Satisfaction Grades
Mar 14 2017 // Those uppity insurtech startups might want to take note: About one of every 15 U.S. homeowners insurance policyholders files a claim each year and these claimants are now giving insurers their highest ever satisfaction...
Cost of Insurance Is Top Factor in UK SMEs’ Buying Decisions: RSA Survey
Feb 2 2017 // The cost of insurance premiums was ranked as the top deciding factor when picking a policy by 61 percent of small and medium-sized enterprises (SMEs), according to survey data released by London-based RSA Insurance. This...
Tech Talk: 2017 Marks the Digital Tipping Point
Jan 23 2017 // 2017 will mark the tipping point in agents’ efforts to adapt to the digital marketplace. Agents are no longer talking about why they should become “digitally- savvy” but how best to do it. Agents are also...
Pennsylvania’s Erie Insurance Group Announces Senior Leadership Changes
Jan 12 2017 // Erie Insurance Group, an Erie, Penn., based insurer, has announced operational and senior leadership changes in order to further position the company for continued growth. The new appointments are effective January...
Erie Insurance of Pennsylvania Announces Executive Leadership Promotions
Oct 25 2016 // Erie Insurance, an Erie, Penn., based insurer, has announced several new executive leadership promotions. This move follows the company’s June 2016 announcement that Timothy G. NeCastro was named the firm’s...
10 Takeaways from the Future of Insurance and InsureTech Connect Conference
Oct 17 2016 // You’ve probably heard. There is tremendous investor interest right now in technology-first insurance startups, or insurtech firms. The first InsureTech Connect Conference in Las Vegas in early October attracted an...
Home Insurers, Agents Face Satisfaction Gap with Affluent Gen Y Customers
Sep 22 2016 // Overall, home insurers are performing better in customer satisfaction as they compete more on improving the customer experience than on price. However, there is one up-and-coming affluent consumer group — the Gen Y...
ICW in California Names Guthrie Vice President of Customer Experience
Aug 31 2016 // San Diego, Calif.-based ICW Group Insurance Cos. has named Kristin Guthrie vice president of customer experience. At this new position for the company, Guthrie will be reporting directly to Chief Operating Officer David...
101 Sales, Marketing, and Agency Management Ideas
Aug 22 2016 // Emotional Connections.Great brands avoid selling products. Great salespeople cultivate emotional connections with customers. —Harvard Business Review, August 2016 How to Increase Sales.Discuss all coverages applicable...
Insurers with High Customer Ratings Rewarded with Higher Returns: Study
Jul 7 2016 // Insurance companies that deliver a great customer experience are rewarded over the long-term by both consumers and investors, according to a new consulting study. The analysis by Watermark Consulting claims that insurers...
