Customer Service


Global Insurance Accelerator Propels Industry Innovation

By Nathan Golia

Seven Iowa insurers, including The Principal, Delta Dental, and Grinnell Mutual Reinsurance, are investors in the project, which provides capital and mentoring to six technology startups focusing on providing insurance-specific services.

Prudential Names TD Bank Vet VP of Group Digital Experience

By Nathan Golia

Former tablet and online banking leader Allison Landers will enhance digital experience for the insurers' group products.

Accenture Updates Duck Creek P&C Suite

By Chris McMahon

The latest version enables ‘anywhere’ access and engagement, multiple language interfaces and a better view of information and relationships to offer more personalized customer experiences.

Increasing Commercial Customers’ Satisfaction

By Chris McMahon

While brokers historically have owned the customer relationship, satisfaction rises when insurers are involved during service interactions, according to a study from J.D. Power.

CSE Insurance Selects OBRIEN Insurance Solutions

By Chris McMahon

The implementation began with a new customer documents communication strategy and the elimination of CSE’s internal print and mail operation.

Anthem to Tell Customers Within Two Weeks If They Were Hacked

By Zachary Tracer

The costs to deal with the breach won’t hurt this year’s earnings outlook, in part because the company has its own insurance to cover such incidents.

War on Hail Declared in Texas as Insurers Fight Storm Claims

By Lauren Etter

Two of the state’s most-powerful lobbies, the insurance industry and trial lawyers, are gearing up for a fight over a push to ease penalties against companies that deny homeowners their hail-damage claims.

Anthem Hacked in ‘Sophisticated’ Attack on Customer Data

By Crayton Harrison

The information compromised includes names, birthdates, Social Security numbers, street and e-mail addresses and employee data, including income, Anthem said.

Biometric Tipping Point: USAA Deploys Face, Voice Recognition

By Penny Crossman

This makes USAA the first major U.S. financial institution to deploy a full-scale rollout of voice and facial recognition.

Big Data “Doesn’t Apply” to 27% of Insurers This Year

By Chris McMahon

Social, mobile, analytics, big data, cloud and digital strategy soon will be basic capabilities, and insurers that get bogged down in ROI studies could miss opportunities.

More Health Payers Will Adopt Omni-Channel Customer Engagement Strategies

By Bob Violino

Increased cloud and data management investments also are expected in 2015, according to IDC Health Insights report.

Hastings Mutual Selects Guidewire for Policy Admin and Billing

By Beth Bacheldor

The implementation of the PolicyCenter and BillingCenter platforms is part of a transformation initiative designed to help strengthen the company’s insurance products and customer service capabilities.

Life Insurance Leaders Foresee External Disruptions

By Beth Bacheldor

New research from LIMRA, which will be presented at its upcoming conference in Orlando, indicates these external disruptions could alter their distribution models within the next five years.

Nationwide Picks Guidewire for Underwriting and Policy Admin

By Chris McMahon

The insurer is consolidating multiple policy admin systems and seeks to enhance customer service and underwriting capabilities.

IoT — The Internet of Transformation

By Mitch Wein

This emerging intelligent network of millions of interconnected objects is destined to change the nature of insurance.

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