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.

Customer Service is Meant to Help, Not Hurt
January 13, 2012 Charging customers fees to conduct e-commerce is a bad idea and will create scrutiny and ill will; something insurance...

The Rising Cost of Property Repair
December 15, 2011 Keeping property repair rates down requires not only proper initial assessment, but occasional re-evaluations from an...

Connecting With Your Customers in a Natural Disaster
August 30, 2011 Social media, text messaging, customer assistance and catastrophes: How Irene and the recent earthquake have taught us to...

Behind the Curve: Slow Delivery of Consumer Mobile Apps
June 23, 2011 The insurance industry needs to emphasize mobile initiatives and begin to guide consumer expectations rather than sit back and...

During a Catastrophe, it’s the Carrier’s Time to Shine
May 11, 2011 The recent storm surge affecting great swaths of the nation has placed the onus on carriers to demonstrate superior customer...

Policy Systems: Crumbling Under Their Own Weight
March 25, 2011 There is no easy answer, but for many insurers, the necessity to upgrade is dire.

Ready or Not, Mobile Apps the Norm
December 2, 2010 Could mobile apps be making insurance fun and friendly for the consumer?

Interconnecting With Your Customers
September 14, 2010 All these technological changes are reshaping customer expectations. What’s a carrier to do?

Recruiting Talent to an Industry with a Black Eye
August 3, 2010 The negative public perception of the industry only compounds insurers’ challenges to hiring new employees.

Where Will We Find the Next Generation of Insurance IT Professionals?
July 7, 2010 Universities have taken up the challenge of grooming willing replacements for needy insurers.