Frank Heaps

Frank Heaps

Frank Heaps is the managing director for Innovation in Insurance (i3), and is an adjunct professor of insurance at the Moore School of Business, University of South Carolina.
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What information to seek out before purchasing an enterprise upgrade and how to find it.
Charging customers fees to conduct e-commerce is a bad idea and will create scrutiny and ill will; something insurance carriers always need to avoid.
Keeping property repair rates down requires not only proper initial assessment, but occasional re-evaluations from an underwriting perspective as well.
Social media, text messaging, customer assistance and catastrophes: How Irene and the recent earthquake have taught us to communicate.
The insurance industry needs to emphasize mobile initiatives and begin to guide consumer expectations rather than sit back and watch.
The recent storm surge affecting great swaths of the nation has placed the onus on carriers to demonstrate superior customer service with swift claims handling.
There is no easy answer, but for many insurers, the necessity to upgrade is dire.
Could mobile apps be making insurance fun and friendly for the consumer?
All these technological changes are reshaping customer expectations. What’s a carrier to do?
The negative public perception of the industry only compounds insurers’ challenges to hiring new employees.
Universities have taken up the challenge of grooming willing replacements for needy insurers.

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