Last year in Seattle, the annual AHIP Institute health insurance conference included some references to customer centricity, but it was a peripheral conversation. It's clearly evident that health insurers have gotten the message about the importance of customer centricity. What a difference a year makes. At this year's AHIP Institute in Nashville, the "consumer" was everywhere. MORE
Diligent Benefits represents a new breed of financial services provider, armed with innovative technology to deliver a superior experience to consumers researching and purchasing life insurance, with the goal of transforming the life insurance customer experience. MORE
The ability to deliver trust-based customer experiences is one of the biggest challenges facing providers, brands, and organizations in insurance. According to IBM , only 43 percent of consumers trust the insurance industry. Customer Success Story: American Family Insurance. MORE
Date: Friday, October 7, 2016 7 key issues that are holding back digital transformation in insurance. Author: Chris Eideh Like many industries, insurance is being disrupted by digital technology. Yet, insurers are failing to embrace it. MORE
With all the uncertainty swirling around health insurance coverage in the United States, we thought it was time to look at what consumers think about the service they get from their healthcare insurance providers. MORE
made the following statement: I had a situation recently that caused me to call on a provider to whom I’ve paid thousands and thousands of dollars by way of monthly premiums for the last … Continue reading "How Do Insurance Companies Treat Loyal Customers?". Case Studies Customer Loyalty Hall of Shame Uncategorized Halifax InsuranceWho Benefits From Customer Loyalty? Back in December 2015 Annette Franz in her post titled So, What Exactly is Customer Loyalty? MORE
How can healthcare insurance providers position themselves to be the chosen provider among these individuals? In the past, few people questioned where to get their health insurance—healthcare insurance companies had the advantage. MORE
A recent study of insurance companies by McKinsey & Company [1] found that while digital technology may make some companies market leaders, it, for the most part, depletes the earnings and overall value of the industry in general — consumers not companies are usually the winners. The traditional insurance business model has proven to be resilient but is feeling the “Digital Effect”. Potential insurance services and products centered around the burgeoning sharing economy. MORE
After having the same home insurance provider for over 16 years, we pulled the trigger and made the decision to make a switch. Last week, my husband and I officially became what I call “customer prospects.” MORE
Have you ever thought about going to the doctor and questioned, even momentarily, "Hmm, I wonder if my insurance will cover this?" Health Insurance. CX Index Customer Experience Customer Experience Health Insurance brand advocacy emotion MORE
With all the uncertainty swirling around health insurance coverage in the United States, we thought it was time to look at what consumers think about the service they get from their healthcare insurance providers. MORE
Date: Wednesday, October 19, 2016 Falling through the gaps – email and the insurance industry. In this blog, I’m going to delve deeper into email performance and highlight some of the lessons for all insurers operating on the channel. Email has big advantages for insurers too. MORE
Date: Thursday, January 5, 2017 Consistency must be the customer service buzzword in insurance. For these reasons, a major focus of the Eptica Insurance Multichannel Customer Experience Study was to measure the consistency and channel choice offered by US insurers. MORE
This page is from a huge insurance company’s website. Blog Canada Content Customer Service / Customer Experience Internet Marketing Sales Usability Web design insurance user-experience uxHow Can Big Companies Still Be Making Such Basic User Experience Mistakes? MORE
Katy Churches, manager of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base MORE
This personal property and casualty insurance provider needed the tools to address complexities that the company’s traditional methods for understanding the voice of the customer failed to address. MORE
Date: Wednesday, July 5, 2017 Driving digital transformation within insurance. Author: Pauline Ashenden As in many industries, the insurance sector is experiencing radical changes due to digital transformation. Providing each insurance quote can therefore take up to 25 minutes. MORE
It also was named a Customer Sales and Service World Award Winner for Best New Product, and secured several million dollar customer wins in the insurance, transportation and financial services sectors. Customer Satisfaction Customer Service Customer Experience Transportation Insurance customer engagement optimization Knowledge Management customer engagement customer focus financial servicesIt’s been a busy summer. MORE
From a customer standpoint, the health insurance industry can be quite burdensome. Not only can healthcare be expensive for the customer, but many customers don’t have a pleasant experience with their health insurance provider. MORE
Prudential and USAA deliver the best customer experience in the insurance industry, according to the 2017 Temkin Experience Ratings. 2017 Temkin Ratings Customer experience 21st Century AAA Allstate American Family Farmers Geico Insurance Liberty Mutual MetLife Nationwide New York Life Progressive Prudential State Farm The Hartford Travelers USAA MORE
Nowhere in the call center industry is this more evident than in insurance claims support scenarios. The need for insurance of some description is one of those morbidly certain things in life like death and taxes. MORE
The life insurance business is facing an unprecedented falloff in insurance purchase rates by Generations X and Y, those born after 1965. Interestingly, these age groups know they are underinsured, especially if they have families, but they have not corrected the situation. MORE
New mobile strategies within insurance, banking and telco are picking up speed, and while these verticals are at different maturity stages, all three stand to make huge returns from their investments. 1) Insurance Focuses on Concierge-Style Apps, Push Alerts and Preventative Knowledge. Specifically, with real-time capabilities, insurance companies are now able to send customers text (SMS) push notifications. MORE
Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. Author: Derek Lewis For the majority of consumers digital channels, such as the web and email, are now the default method of researching and buying insurance. MORE
International Data Corporation ( IDC ) recently released the findings from a multi-client survey conducted in spring 2016 called Document Strategies for Customer Communication Management: Insurance. MORE
In the first blog we shared a video, “ Insurer Improves Productivity ” that illustrated the challenge behind sustaining process changes. Back-Office Operations Insurance process improvement Robotics robotic process automation performance scorecards back office business processes metrics business objectives performance metrics business process management process change adoption processIn the first blog in this series we discussed the scalability of process improvement resources. MORE
Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business. MORE
Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Author: Neil Cox The internet and digital technology are transforming the UK insurance market. How well are the UK’s top insurers meeting these challenges? MORE
USAA, State Farm, and The Hartford deliver the best customer experience in the insurance industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of […]. We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. MORE
Recently, Craig Seebach, VP, Enterprise WFO at Verint, moderated a webinar, “Creating Tremendous Results at Speed,” with Caroline Basyn, SVP, Global Business Services at Mondelez, the global snack manufacturer (Oreo and Cadbury brands to name a couple). MORE
The life insurance business is facing an unprecedented falloff in insurance purchase rates by Generations X and Y, those born after 1965. Interestingly, these age groups know they are underinsured, especially if they have families, but they have not corrected the situation. At the same time, recruiting agents in these generations is also becoming increasingly. View Article MORE
Customer Service Hot Topics and New Bits Customer Care customer experience customer satisfaction finance government healthcare insurance procedures real estate Ultimate Customer ServiceLeaders ask: Can we deliver top notch customer service even in highly regulated industries. MORE
How Does IOT and Customer Behaviors Affect The Insurance Technology Companies? The World Insurance Report 2016 (WIR), released by Capgemini, identifies multiple threats pushing the insurance industry toward massive disruption. Gen Y customers have more interactions with their insurer across all communication channels, particularly digital ones. They interact with insurers up to 2.5 What Should Insurers Do? Tweet. MORE
Insurance operations can be a little bit difficult and tiring. There are insurance companies that are looking for outsourcing companies that will provide them the best service and will give them what they need. The cycle of the money is very important for an insurance company. MORE
USAA has maintained its position as the top-rated insurer for the fifth year in a row, earning a 75% rating and ranking 52 nd out of 293 companies across 20 industries. 21 st Century has spent the last four years as the lowest-rated insurance carrier. MORE
Date: Monday, November 14, 2016 Are insurers embracing social customer service? Insurers and social media Given its importance, how are companies faring? As part of the recent Eptica Insurance Multichannel Customer Experience Study , 100 leading U.S. MORE
Date: Wednesday, June 7, 2017 How the insurance sector is failing to rise to the digital CX challenge. And people are even willing to move away from traditional insurance brands altogether with a fifth of European consumers happy to buy policies from tech brands such as Google and Facebook. MORE
Are you insuring your customers’ swimming pools against theft? Customers are getting weary of service providers overselling them features they do not need and will never need. MORE
Home Insurance Study SM was released on September 19, 2016. According to Valerie Monet, director of the insurance practice at J.D. Improvements in processes and customer service benefit everyone—the customer and the insurer. The J.D. Power 2016 U.S. MORE
While I have no prior knowledge of Google’s intention to market health insurance, just imagine for even just a second if they did. Okay, not really. Sorry for what could appear as just social media ‘link bait’ but if you’ll allow, there is a method to my madness. MORE
Automobile insurance companies are going all out to please their customers. We didn’t shop around, and who would have thought that an automobile insurance company would actually cater to a customer? MORE
How do you take out your contents and building insurance? I hope you don’t just renew every year and that you look at comparison sites for switching insurance, energy etc. MORE
Insurance Related Topics 
ReviewTrackers
JUNE 2, 2017
The ability to deliver trust-based customer experiences is one of the biggest challenges facing providers, brands, and organizations in insurance. According to IBM , only 43 percent of consumers trust the insurance industry. Customer Success Story: American Family Insurance.
Clarabridge
OCTOBER 12, 2016
From a customer standpoint, the health insurance industry can be quite burdensome. Not only can healthcare be expensive for the customer, but many customers don’t have a pleasant experience with their health insurance provider.
Helen Dewdney
AUGUST 23, 2015
How do you take out your contents and building insurance? I hope you don’t just renew every year and that you look at comparison sites for switching insurance, energy etc.
Forrester
APRIL 5, 2017
Have you ever thought about going to the doctor and questioned, even momentarily, "Hmm, I wonder if my insurance will cover this?" Health Insurance. CX Index Customer Experience Customer Experience Health Insurance brand advocacy emotion
Wired and Dangerous
JULY 13, 2015
Are you insuring your customers’ swimming pools against theft? Customers are getting weary of service providers overselling them features they do not need and will never need.
Eptica
JANUARY 15, 2016
Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business.
ResponseTek
MAY 8, 2017
New mobile strategies within insurance, banking and telco are picking up speed, and while these verticals are at different maturity stages, all three stand to make huge returns from their investments. 1) Insurance Focuses on Concierge-Style Apps, Push Alerts and Preventative Knowledge. Specifically, with real-time capabilities, insurance companies are now able to send customers text (SMS) push notifications.
Avaya
MARCH 16, 2016
Diligent Benefits represents a new breed of financial services provider, armed with innovative technology to deliver a superior experience to consumers researching and purchasing life insurance, with the goal of transforming the life insurance customer experience.
Eptica
FEBRUARY 18, 2016
Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. Author: Derek Lewis For the majority of consumers digital channels, such as the web and email, are now the default method of researching and buying insurance.
Eptica
OCTOBER 7, 2016
Date: Friday, October 7, 2016 7 key issues that are holding back digital transformation in insurance. Author: Chris Eideh Like many industries, insurance is being disrupted by digital technology. Yet, insurers are failing to embrace it.
Eptica
APRIL 29, 2016
Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Author: Neil Cox The internet and digital technology are transforming the UK insurance market. How well are the UK’s top insurers meeting these challenges?
Peppers and Rodgers
JUNE 26, 2015
Last year in Seattle, the annual AHIP Institute health insurance conference included some references to customer centricity, but it was a peripheral conversation. It's clearly evident that health insurers have gotten the message about the importance of customer centricity. What a difference a year makes. At this year's AHIP Institute in Nashville, the "consumer" was everywhere.
Experience Matters
MAY 26, 2016
USAA, State Farm, and The Hartford deliver the best customer experience in the insurance industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of […]. We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.
Eptica
OCTOBER 19, 2016
Date: Wednesday, October 19, 2016 Falling through the gaps – email and the insurance industry. In this blog, I’m going to delve deeper into email performance and highlight some of the lessons for all insurers operating on the channel. Email has big advantages for insurers too.
Eptica
JULY 5, 2017
Date: Wednesday, July 5, 2017 Driving digital transformation within insurance. Author: Pauline Ashenden As in many industries, the insurance sector is experiencing radical changes due to digital transformation. Providing each insurance quote can therefore take up to 25 minutes.
Kate Nasser
MARCH 6, 2016
Customer Service Hot Topics and New Bits Customer Care customer experience customer satisfaction finance government healthcare insurance procedures real estate Ultimate Customer ServiceLeaders ask: Can we deliver top notch customer service even in highly regulated industries.
Verint
JUNE 20, 2017
Recently, Craig Seebach, VP, Enterprise WFO at Verint, moderated a webinar, “Creating Tremendous Results at Speed,” with Caroline Basyn, SVP, Global Business Services at Mondelez, the global snack manufacturer (Oreo and Cadbury brands to name a couple).
Topdown
SEPTEMBER 29, 2016
Home Insurance Study SM was released on September 19, 2016. According to Valerie Monet, director of the insurance practice at J.D. Improvements in processes and customer service benefit everyone—the customer and the insurer. The J.D. Power 2016 U.S.
Topdown
AUGUST 26, 2016
International Data Corporation ( IDC ) recently released the findings from a multi-client survey conducted in spring 2016 called Document Strategies for Customer Communication Management: Insurance.
Service Untitled
JANUARY 5, 2012
Automobile insurance companies are going all out to please their customers. We didn’t shop around, and who would have thought that an automobile insurance company would actually cater to a customer?
Natalie Petouhof
APRIL 7, 2016
How Does IOT and Customer Behaviors Affect The Insurance Technology Companies? The World Insurance Report 2016 (WIR), released by Capgemini, identifies multiple threats pushing the insurance industry toward massive disruption. Gen Y customers have more interactions with their insurer across all communication channels, particularly digital ones. They interact with insurers up to 2.5 What Should Insurers Do? Tweet.
Maz Iqbal
JANUARY 3, 2016
made the following statement: I had a situation recently that caused me to call on a provider to whom I’ve paid thousands and thousands of dollars by way of monthly premiums for the last … Continue reading "How Do Insurance Companies Treat Loyal Customers?". Case Studies Customer Loyalty Hall of Shame Uncategorized Halifax InsuranceWho Benefits From Customer Loyalty? Back in December 2015 Annette Franz in her post titled So, What Exactly is Customer Loyalty?
Verint
JULY 13, 2017
It also was named a Customer Sales and Service World Award Winner for Best New Product, and secured several million dollar customer wins in the insurance, transportation and financial services sectors. Customer Satisfaction Customer Service Customer Experience Transportation Insurance customer engagement optimization Knowledge Management customer engagement customer focus financial servicesIt’s been a busy summer.
Tema Frank
AUGUST 8, 2016
This page is from a huge insurance company’s website. Blog Canada Content Customer Service / Customer Experience Internet Marketing Sales Usability Web design insurance user-experience uxHow Can Big Companies Still Be Making Such Basic User Experience Mistakes?
Verint
JULY 18, 2017
In the first blog we shared a video, “ Insurer Improves Productivity ” that illustrated the challenge behind sustaining process changes. Back-Office Operations Insurance process improvement Robotics robotic process automation performance scorecards back office business processes metrics business objectives performance metrics business process management process change adoption processIn the first blog in this series we discussed the scalability of process improvement resources.
MaritzCX
NOVEMBER 2, 2015
Katy Churches, manager of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base
Magellan Solutions
JULY 2, 2017
Insurance operations can be a little bit difficult and tiring. There are insurance companies that are looking for outsourcing companies that will provide them the best service and will give them what they need. The cycle of the money is very important for an insurance company.
Eptica
JUNE 7, 2017
Date: Wednesday, June 7, 2017 How the insurance sector is failing to rise to the digital CX challenge. And people are even willing to move away from traditional insurance brands altogether with a fifth of European consumers happy to buy policies from tech brands such as Google and Facebook.
Eptica
NOVEMBER 14, 2016
Date: Monday, November 14, 2016 Are insurers embracing social customer service? Insurers and social media Given its importance, how are companies faring? As part of the recent Eptica Insurance Multichannel Customer Experience Study , 100 leading U.S.
Eptica
JANUARY 5, 2017
Date: Thursday, January 5, 2017 Consistency must be the customer service buzzword in insurance. For these reasons, a major focus of the Eptica Insurance Multichannel Customer Experience Study was to measure the consistency and channel choice offered by US insurers.
ResponseTek
MARCH 30, 2017
A recent study of insurance companies by McKinsey & Company [1] found that while digital technology may make some companies market leaders, it, for the most part, depletes the earnings and overall value of the industry in general — consumers not companies are usually the winners. The traditional insurance business model has proven to be resilient but is feeling the “Digital Effect”. Potential insurance services and products centered around the burgeoning sharing economy.
MaritzCX
SEPTEMBER 15, 2015
Leaders from American Family Insurance, T-Mobile, and MaritzCX discuss how to effectively use CX data to change the way that frontline employees see customers and solve problems.
BlueOcean
JANUARY 10, 2017
Nowhere in the call center industry is this more evident than in insurance claims support scenarios. The need for insurance of some description is one of those morbidly certain things in life like death and taxes.
MaritzCX
JUNE 9, 2014
The life insurance business is facing an unprecedented falloff in insurance purchase rates by Generations X and Y, those born after 1965. Interestingly, these age groups know they are underinsured, especially if they have families, but they have not corrected the situation.
Clarabridge
FEBRUARY 7, 2017
With all the uncertainty swirling around health insurance coverage in the United States, we thought it was time to look at what consumers think about the service they get from their healthcare insurance providers.
Clarabridge
FEBRUARY 7, 2017
With all the uncertainty swirling around health insurance coverage in the United States, we thought it was time to look at what consumers think about the service they get from their healthcare insurance providers.
Experience Matters
MARCH 12, 2015
USAA has maintained its position as the top-rated insurer for the fifth year in a row, earning a 75% rating and ranking 52 nd out of 293 companies across 20 industries. 21 st Century has spent the last four years as the lowest-rated insurance carrier.
MaritzCX
JANUARY 12, 2015
While I have no prior knowledge of Google’s intention to market health insurance, just imagine for even just a second if they did. Okay, not really. Sorry for what could appear as just social media ‘link bait’ but if you’ll allow, there is a method to my madness.
MaritzCX
OCTOBER 25, 2016
After having the same home insurance provider for over 16 years, we pulled the trigger and made the decision to make a switch. Last week, my husband and I officially became what I call “customer prospects.”
MaritzCX
JUNE 9, 2014
The life insurance business is facing an unprecedented falloff in insurance purchase rates by Generations X and Y, those born after 1965. Interestingly, these age groups know they are underinsured, especially if they have families, but they have not corrected the situation. At the same time, recruiting agents in these generations is also becoming increasingly. View Article
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