Latest Customer Experience Headlines
All the headlines from our Customer Experience Topic Page, ordered by recency.
2 Reasons COVID-19 Legislation is the Wrong Solution
Sep 23 2020 // Back in March and April, I gave two webinars on COVID-19 for the Academy of Insurance. If you haven’t had a chance to take those, click here to get the Academy of Insurance COVID-19 related classes. One of the topics...
Triple Threat: Carrier-Insurtech-Agency Partnerships Can Transform Commercial Lines
Sep 14 2020 // COVID-19 has changed many things in the insurance industry. Seemingly overnight everyone is working from home and the companies with the best digital customer experiences have the advantage. Yet, commercial lines insurance...
It’s Clear Insurance Agency Data Is Valuable. Who Owns It May Not Be So Clear.
Aug 24 2020 // Independent agencies, like every other business, are living in a data-driven world. The value of data — including how and when it’s used and for what purpose — continues to evolve. As the value of data to...
101 Sales, Marketing & Agency Management Ideas
Aug 24 2020 // 1. Offset Negativity. What can you show your clients that you are doing to help them during the pandemic? Everyone is tired of hearing how all their business income (BI) claims are denied. What are you doing to offset all...
Not on the Same Page
Aug 24 2020 // Business owners and consumers are rethinking their finances and insurance needs due to the current economic uncertainty. However, new research suggests insurance customers and their agents are not always on the same page....
Insurance Agents Think They Offer Value. But Some Customers Have a Different View.
Aug 7 2020 // Business owners and consumers are rethinking their finances and insurance needs due to the current economic uncertainty. However, new research suggests insurance customers and their agents are not always on the same page;...
The Future of Insurance Industry Will Not Be Decided by Insurtechs Alone: Viewpoint
Aug 6 2020 // Insurtech was once the Wild West of the insurance industry. Many of insurtech’s early players came from outside insurance after observing the industry struggle to deliver what was, in their view, a competitive...
3 Whys for Making Insurance Policies Easier to Read
Jul 22 2020 // I was recently asked this question. What do you think about efforts to simplify policy language? The answer is never as simple as it seems at first. The simple answer is that I’m for making the insurance policy...
The Value of Agency Data and Who Owns It
Jul 20 2020 // Independent agencies, like every other business, are living in a data-driven world. The value of data — including how and when it’s used and for what purpose — continues to evolve. As the value of data to...
101 Ways Coronavirus Crisis Has Changed P/C Insurance Pros’ View of Their Job. Or Not.
Jul 7 2020 // Has the coronavirus experience changed how property/casualty insurance professionals view their jobs? Yes and no. The biggest change is that many in the industry learned they can do their job from home, and most, although...
Coverage Creativity
Jul 6 2020 // This morning, I wrote an article for the CPCU CLEW (Coverage, Litigators, Educators & Witnesses) Interest Group called “On Becoming an Insurance Coverage Nerd.” This afternoon, in this column, I get to...
How to Reduce the Expense of cyber business interruption
Jul 6 2020 // According to the IBM “Cost of a Data Breach Report, 2019”, business interruption (BI) represents 36% of the cost of a cyber breach, averaging a whopping $1.42 million per breach. The report states that, for the...
Liability Waivers Not Always Effective But Employers Take ‘Better Safe Than Sorry’ View
Jun 17 2020 // As businesses reopen across the U.S. after coronavirus shutdowns, many are requiring customers and workers to sign forms saying they won’t sue if they catch COVID-19. Businesses fear they could be the target of...
Do Auto Insureds Prefer Insurer Websites Over Agents? J.D. Power Thinks So.
Jun 11 2020 // Remember all the talk that digital transformation would disrupt the auto insurance industry? Well, it’s real, according to the consultants at J.D. Power. The firm says its 2020 U.S. Auto Insurance Study proves that...
Pandemic Stay-at-Home Experience Raises P/C Insurers’ Bar for Delivering Digitally
Jun 2 2020 // Significant investments in direct-to-consumer website and mobile design have helped property/casualty insurance companies improve their digital service and shopping experiences. Consultants at J.D. Power say insurers have...
Suit: ADT Employee Spied on Texas Customers Via Home Security Systems
May 21 2020 // Two federal class-action lawsuits have been filed against ADT, one of the largest security companies in the country, alleging that an employee spied on customers and children in Texas over a seven-year period through their...
Insurance Is Not A Company’s Primary Line of Defense in a Crisis
May 21 2020 // Imagine your company having a Halloween party: Employees show up wearing costumes mocking your customers, says the chief executive of a New York commercial insurance brokerage we recently interviewed. “Now imagine...
Insurtechs Will Not Shape the Industry’s Future Alone
May 18 2020 // Insurtech was once the Wild West of the insurance industry. Many of Insurtech’s early players came from outside insurance after observing the industry struggle to deliver what was, in their view, a competitive...
Kansas GOP Lawmakers Want to Limit Coronavirus Lawsuits
May 14 2020 // Republican legislators in Kansas are joining a broader effort to shield doctors, hospitals and businesses from lawsuits stemming from the coronavirus, with business and medical groups pushing them to act quickly. The...
Florida Extends Order Allowing Agency Reps to Work Remotely During Health Emergency
May 13 2020 // Customer service representatives holding a particular Florida insurance license will be able to continue conducting business remotely until at least July 7. A directive issued by Florida CFO Jimmy Patronis that allows...
