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Put Down Your Smartphone: A Customer-Focused Culture Begins in the Executive Suite
Business leaders marvel at the distinctive, customer-focused cultures associated with legendary firms like Southwest Airlines, Apple and Disney. As executives of these companies readily acknowledge, ...
Weathering Storms Together: How Zurich North America Responded to Recent Hurricanes
With each hurricane or major catastrophe, like hurricanes Harvey, Irma and Maria, insurers step up and are at their best. It's times like these when our customers need us most. Even before a disaster ...
The Great Revival: The Return of Bad Faith Litigation in the United States (Part II)
The first part of this article discussed the history of bad faith and how, after a time, it became limited by courts under the reasonable basis or fairly debatable standard. Now, some recent cases ...
The Great Revival: The Return of Bad Faith Litigation in the United States (Part 1)
Since the late 1960s and early 1970s, the United States has seen the growth of direct actions against insurance companies in what have colloquially been termed "bad faith" actions. These actions have ...
Change Champions: How to Build Innovation Into an Insurance Company Culture
An innovation culture is no longer a nice to have; it's a must have. Innovation is the future. It is a key differentiator in our ability to compete in quickly evolving markets, and it's why we are ...
Johnson & Johnson and Talc: What Comes Next and Why It Matters to Insurers
Johnson & Johnson is having increasing legal troubles with talc, a trend that has potential implications for the property/casualty insurance industry. That's because a number of juries have ruled ...
The Role a CEO Should Play in Carrier-Agency Relationships
Years ago during a particularly challenging time for Arbella, the trust we had built with our independent agents was severely tested. On the advice of Arbella's vice chairman and my long-time mentor, ...
New Uniform, Same Team Culture: Allied World Post-Fairfax Deal
Lou Iglesias took on a bigger role at Allied World late in the second quarter, moving from president of North American operations to CEO of Global Insurance. In an interview with Carrier Management a ...