Members Only Content
Help Me Understand: How Insurers Build Trust
The data is clear: Overall customer satisfaction—and customer trust levels—rise when U.S. auto and home insurance customers have confidence that they understand their policies. But more than 40% ...
How Leading Voices Can Help Claims Organizations Leap Ahead
What would happen if we assembled the best ideas from four leading experts in negotiation and human decision-making and integrated them into our claims processes? That question sits behind the next ...
Building Trusted Insurance Brands: Less ‘Gotcha’ at Farmers
Less "gotcha." More "we got you." Whether it's the new website banner, a chorus dressed in light pink singing a jingle on TV commercials, or popups in the middle of articles about insurance (I get a ...
Exiting California’s FAIR Plan
Having steered clear of Altadena since late March 2025, shortly after the Eaton fire tore through the community, I decided to return this past weekend. My hopes were high for a sustained recovery. ...
Examining Trust: It’s Not All About the Lawyers
According to a recent Wall Street Journal analysis, personal auto insurance policyholders have a "near-flip-of-a-coin" chance of being paid on liability claims and medical claims. Ouch. Just about a ...
Redesigning Insurance Processes for Agentic AI: Governance From the Start
When we discuss agentic AI, our conversations often steer toward anticipated efficiency benefits and cost savings, or to its risks and suitability for particular insurance use cases. But we consider ...
What I Wish I Knew While Leading Insurance Carriers
From 1988 through 2023, for nearly 35 years, I worked inside insurance companies: GEICO, Safeco, AIG, State Auto and Liberty Mutual. I held roles across actuarial, product, underwriting, claims, ...
When the Offshore Model Outgrows Its Own Logic
For 20 years, the offshore case in reinsurance servicing wrote itself. Processing volumes were climbing; margins were under pressure; and a large share of the work—for example, contract setup, ...