Customer Service

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Inadequate Digital Engagement Continues to Disappoint Millennials

By Lenny Liebmann

Auto insurers have managed to eke out modest gains in customer satisfaction, but are still failing to leverage technology in ways that meet the high expectations of Millennial drivers.

For P&C Insurers, Customer Satisfaction Does Not Equate to Customer Loyalty

By Peter Krass

Over 40 percent of otherwise satisfied auto and home policyholders likely to switch insurers soon, Accenture finds.

Liazon teams with Cigna, Assurant Employee Benefits

By Bruce Shutan

Liazon, Cigna collaboration offers a national solution for companies with 250 or more employees via Bright Choices and other Liazon-powered exchanges

Healthcare.gov CEO lays out 2015 enrollment goals

By Brian M. Kalish

Federal health insurance exchange's performance should reflect major improvements over last year

Specialty Underwriters Selects GhostDraft Document Automation

By Jennifer Morrell

C&S can fit documents to its business model with standardization, customization and compliance.

Phoenix Releases Safe Harbor Term Life and Safe Harbor Term Life Express

By Jennifer Morrell

The insurer has expanded into call center distribution through LifeQuotes.com for the Express product.

Customer Experience: A New Priority for Insurers

By Chris McMahon

Expectations for high-quality customer experiences now are set by consumer brands; self-service capabilities are critical for strategy and cost reductions, according to Novarica study.

Customer Experience Increasingly the Focus of Big Data Projects

By Chris McMahon

Gartner finds the number of organizations investing or planning to invest in big data technologies has increased significantly though the number of implementations remains low.

Uninsured Rate Fell After Obamacare, U.S. Report Confirms

By Alex Wayne

According to the CDC, 18.4 percent of adults under age 65 lacked health insurance in the first three months of the year, down from 20.4 percent in 2013.

Horizon Healthcare Services Select ACI Worldwide Application

By Jennifer Morrell

The UP Bill Payment system is intended to reduce staff time spent on processing and support digital usage growth.

SMA Recognizes AssureStart, Ingenie and PURE with Innovation Awards

By John McCormick

IT advisory firm Strategy Meets Action presented Innovation in Action awards to carriers that have successfully undertaken next-generation technology projects in the past year.

Big Data is More Than Just Hype

By Doug Bartholomew

92 percent of executives, including insurers, say their big data projects are yielding results.

Insurers Falling Behind on Customer Service

By Jay Blickstein

Emerging technologies are putting pressure on insurers to develop new models for customer-engagement.

HP Releases Customer Communication Management Applications

By Jennifer Morrell

The HP Exstream release is intended to help improve the customer experience and reduce costs for insurers.

10% of Consumers Will Change Carriers in the Next 6 Months

By Jennifer Morrell

Cross-channel ad spending is a more effective way for insurers to spend ad dollars, according to survey.

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