Customer Success Story: American Family Insurance


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.

Health Insurance Companies put the Customer First


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.

Chatbots: Saviours of the insurance industry


While the insurance industry has been slow to transition to a digital world, chatbots offer a quick and easy way to begin delivering the services 21st century customers demand.

Transforming the Insurance Industry with Digital


Although slow to adopt digital, the insurance industry should look at the many benefits this offers, rather than focusing on the challenges it creates.

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.

Visual Claims: The insurance process of the future


Customer satisfaction and experience are important for every industry, and insurance is no exception. According to the OECD Global Insurance Statistics , more than US $2.29 trillion in claims were paid by insurance companies in 2016 alone. IoT and Insurance.

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.

How Should Insurers Unleash Their Digital Businesses? By Mastering The Digital Basics

Forrester's Customer Insights

Canadian and US insurers have a lot on their plates this year. These disruptors are spurring lots of activity in insurance digital labs, insurance venture capital arms, and […]. B2B ecommerce B2C ecommerce blockchain chatbots digital business digital transformation ebusiness strategy ecommerce Insurance

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How to save money on your car insurance

Helen Dewdney

Most people are aware that they should not just let their car insurance renew. Look at deals that may work out cheaper if you switch your contents and building insurance same provider and visa versa. Do Morethan just comparison websites for insurance quotes!

5 Tips to Creating a CX Program in Healthcare Insurance


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.

Leading Personal Lines Insurer Prioritizes Customer Engagement


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.

Digital Influence Drives Online Non-Life Insurance Sales In Europe

Forrester's Customer Insights

European insurance buyers increasingly research their purchases online. Forrester’s new Online Insurance Forecast, 2017 To 2022 (EU-7) shows that online research influences half of all new insurance sales.

Insurance, the Internet of Things and customer experience


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.

Transforming insurance customer service: Ageas Retail Intermediary


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.

7 key issues that are holding back digital transformation in insurance


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.

Mobile Industry Trends in Insurance, Banking and Telecommunications


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.

Insurers struggling to connect with customer service


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?

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.

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.

The US Health Insurance Customer Experience Index, 2017

Forrester's Customer Insights

Health Insurers’ CX Leaves Room For Improvement, For Customers And Revenue Today, only two things predict whether someone will buy your insurance or your competitor’s: 1) is my doctor covered? See endnote 1) So why should US health insurers care about how they measure on customer experience?

Diligent Benefits Tackles Insurance Industry Customer Experience with Avaya Cloud


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.

How State Farm Turned a Marketing Tagline into an Expression of Its Corporate Values

Forrester's Customer Insights

advertising B2C marketing corporate social responsibility Insurance mediaHappy 2018! I hope everyone enjoyed their holidays and had a chance to relax. As we get back to the swing of our regular routines, I have to wonder — what becomes of the season of giving? The Salvation Army bell ringers have disappeared, and cause-related marketing ads promoting companies’ charitable giving (like Subaru’s Share […].

Falling through the gaps – email and the insurance industry


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.

Healthcare Predictions 2018

Forrester's Customer Insights

digital business customer experience DevOps digital digital strategy digital transformation health insurance healthcare pharmaceuticalDigital Will Disrupt Siloed Healthcare Ecosystems in 2018 For those who have alarm fatigue from all the times disruption has been predicted for our industry, but never came to fruition, this time is different. All the drivers for change remain –cost, quality, regulatory — but unlike times past, the disruption is already underway.

Profiling Insurtech: Q&A with Niall Barton, CEO of Wrisk

Forrester's Customer Insights

Insurers have so far been shielded from digital disruption by an older demographic, underwriting expertise, and regulatory barriers. The past few years have seen the emergence of a growing number of digital insurers like BIMA, Cuvva, Lemonade, Oscar, Slice, and Tr?v, digital disruption Insurance digital disruptor digital insurer insurance insurtech Wrisk

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.

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?

What can insurers learn from Alexa?


More than one insurer now has an Amazon Alexa skill. While I doubt that many customers want to say “Alexa, file a claim”, I do think that insurers can take important lessons from what Amazon has done with their voice assistant. I recently set up an Echo Dot in my living room. My small children learned almost instantly that they could make it play Christmas music. This quick facility with the device piqued my interest.

Consumer Good Unclear in CVS/Aetna Merger

Forrester's Customer Insights

age of the customer Amazon B2C marketing customer experience digital business healthcare mergers & acquisitions (M&As) amazon customer service digital strategy digital transformation health insurance PBM pharmacyCVS and Aetna have formalized a merger agreement with CVS set to acquire Aetna for roughly $69 Billion dollars. In deals of this nature, approval hinges on one thing: consumer good.

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?

Driving digital transformation within insurance


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.

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


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.

How chatbots can enhance the insurance experience


Chatbots offer a number of very specific benefits to the insurance industry. It’s time this sector began its digital transformation, in order to access them. Read More. Jacada Blog

Report: Customer Communications Management in the Insurance Industry


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.

Process Improvement Limitations: Scale, Structure, Sustainability


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).

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?

Modernizing the Enterprise with Back Office Automation


Work performed in the back office in industries such as banking, healthcare, outsourcing and insurance includes processing claims, managing logistics, maintaining records, ensuring compliance and handling prescription orders. In my last post on automation and AI , I discussed how conversational AI-powered intelligent virtual assistants (IVAs) are generating a large amount of interest in the customer engagement industry.

Back Office Integration Coming to the Forefront in Customer Engagement


Since we know that a major portion of customer interactions with the contact center are initiated by events and issues involving the back office, such as slow order fulfillment, incorrect billing, order tracking, and follow up to insurance claims, it just makes sense for contact center agents to have knowledge of processes and happenings in the back office, as well as the ability to tap into back-office resources, such as subject matter experts, to assist in customer problem resolution.

Rethink the Customer Journey


This week: Insurance companies must rethink the customer journey. Insurance Companies Must Rethink The Customer Journey, According to CX Expert. Insurance companies must work to rewrite the customer journey, writes Blake Morgan, customer experience expert.