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How Horace Mann Increased Customer Satisfaction Through Claims Segmentation
Increasing customer satisfaction and improving efficiency of operations are important for anyone seeking to serve a niche market of discerning K-12 public school educators. Thus, Horace Mann ...
Watermark Consulting Study: Insurance Customer Experience Leaders Extend Their Edge Over Laggards
Insurers that earn jeers from their customers are falling further behind the ones that earn cheers. That's the key takeaway from Watermark Consulting's 2018 Insurance Customer Experience ROI Study. ...
4 Ways Execs Can Increase Underwriters’ Embrace of Predictive Analytics
This is the second in a series of articles by Valen Analytics looking at the hurdles that insurers must overcome to effectively implement and gain value from data analytics programs. After deciding ...
How MetLife Is Tracking Customer Sentiment With Analytics
The property/casualty business provides countless examples of initiatives to leverage data and analytics to improve agency relations, new business acquisition, underwriting and rating, and claim ...
Where Carriers Fall Short of Agents’ Expectations: Channel Harvest Survey
There appears to be a misalignment between carrier performance and independent agents' expectations in both personal and commercial lines, according to a new survey. In commercial lines, agents ...
Age of InsurTechs Poses Unique Challenges for Surplus Lines Insurance Industry
Over the last year or so, the insurance industry has seen technological advances driving new products and distribution means to market. We have seen InsurTech blossom from a term to describe the ...
Data Analytics: The ‘Buy vs. Build’ Question
Insurers have long wrestled with the question of whether it is better for them to buy or build their information technology; that is, whether it is better for them to develop their own proprietary ...
Leadership and Legacy: When Enough Is Enough at the Top
When to retire is one of the toughest decisions for any executive to make. For a CEO at the top of the pyramid, the decision is rife with complexities. Not only must the CEO relinquish day-to-day ...