Health Insurance Companies put the Customer First

Clarabridge

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.

The Case For Coverage Clarity: Why Health Insurance Providers Need To Make Things Clear

Forrester

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

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Do Morethan just comparison websites for insurance quotes!

Helen Dewdney

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.

Insuring Swimming Pools against Theft

Wired and Dangerous

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.

5 Tips to Creating a CX Program in Healthcare Insurance

Clarabridge

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.

Tips 31

Diligent Benefits Tackles Insurance Industry Customer Experience with Avaya Cloud

Avaya

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.

7 key issues that are holding back digital transformation in insurance

Eptica

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.

Transforming insurance customer service: Ageas Retail Intermediary

Eptica

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.

Insurers struggling to connect with customer service

Eptica

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?

Member Engagement Dominates Health Insurance Conversation at AHIP Institute

Peppers and Rodgers

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.

Falling through the gaps – email and the insurance industry

Eptica

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.

USAA, State Farm, and The Hartford Earn Top Customer Experience Ratings for Insurance Carriers

Experience Matters

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.

Deliver Top Notch Customer Service Even in Highly Regulated Industries

Kate Nasser

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.

J.D. Power Finds Home Insurers Focusing on Customer Experience

Topdown

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.

Report: Customer Communications Management in the Insurance Industry

Topdown

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.

Internet of Things (IoT), Customer Behaviors and Increasing Digital Demand Signals Major Insurance Industry Disruption

Natalie Petouhof

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.

Auto insurance companies working on their customer service experiences

Service Untitled

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?

How Do Insurance Companies Treat Loyal Customers?

Maz Iqbal

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?

Prudential and USAA Earn Top Customer Experience Ratings for Insurers

Experience Matters

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

Easy User Experience Win for a Financial Services Company - Frank Reactions

Tema Frank

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?

Moments of Truth: Retaining Customers Through the Frontline

MaritzCX

Katy Churches, manager of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base

Are insurers embracing social customer service?

Eptica

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.

Consistency must be the customer service buzzword in insurance

Eptica

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.

Opportunities and Threats to the Insurance Industry in the Digital Age

ResponseTek

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.

Convincing the Frontline to Adopt Hot Alerts

MaritzCX

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.

Is the Customer Really Always Right?

BlueOcean

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.

Industry Spotlight: Healthcare Insurance Member Experience

Clarabridge

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.

Industry Spotlight: Healthcare Insurance Member Experience

Clarabridge

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.

Who Wants To Talk To Dad About Life Insurance?

MaritzCX

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.

When Customers Become Customer Prospects

MaritzCX

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.”

Google: The Newest Entrant Into US Health Insurance Markets

MaritzCX

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.

USAA and State Farm Lead Insurance Industry in Customer Experience

Experience Matters

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.

Who Wants To Talk To Dad About Life Insurance?

MaritzCX

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

Why customer experience is central to digital transformation in insurance

Eptica

Date: Wednesday, April 5, 2017 Why customer experience is central to digital transformation in insurance. Author: Angus Prentice The insurance industry is facing enormous pressures. McKinsey believes there are five pillars to successful digital transformation in insurance: 1.

Google: The Newest Entrant Into US Health Insurance Markets

MaritzCX

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. Let’s explore this a little bit here. View Article

Not Hand Size – Heart Size: The Art of Engagement and Loyalty

Michelli Experience

Google provides the beneficiary of a deceased employee the employees’ current salary for up to 10 years as well as providing life insurance. Acuity Insurance. Let me repeat the name – Acuity Insurance.

Health Insurance Top 10 List: Must Haves for Member Loyalty & Profits (Part 1)

MaritzCX

My team and I have been lucky enough to have worked on customer experience optimization projects with more than a dozen major health insurance carriers over the past couple years. Many of these client relationships were a direct byproduct of the Affordable Care Act (Obamacare) and its impact on the industry. There’s no secret that. View Article

Health Insurance Top 10 List: Must Haves for Member Loyalty & Profits (Part 1)

MaritzCX

My team and I have been lucky enough to have worked on customer experience optimization projects with more than a dozen major health insurance carriers over the past couple years. Many of these client relationships were a direct byproduct of the Affordable Care Act (Obamacare) and its impact on the industry. There’s no secret that. View Article

Using Research to Breathe New Life into the Life Insurance Industry

MaritzCX

The average age of a life insurance agent today is 57. While it’s reassuring to know that it’s an industry with many experienced salespeople, there’s a downside to that number too. Not enough new advisors are entering, and staying, to replace those who are retiring or leaving.

Digital disruption in insurance – why it is all about service

Eptica

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Recent research from Fujitsu points to insurance being next in line for digital disruption. The key factor for insurers to recognize is that buying a policy is a grudge purchase.