customer service News
Aviva Email to Thousands of Customers Calls Them ‘Michael’ by Mistake
Aviva plc recently made a doozy of a customer service mistake, accidentally using the same name for several thousand of its customers. The British multinational general and life insurer sent an email ...
American Family’s Minimum Per Hour Rate Raises to $20
American Family Insurance said it has raised its minimum hourly rate to $20 per hour, a bid it hopes will help attract and keep customer service talent. The Wisconsin-based property/casualty ...
Ongoing Improvement, Empowerment Help Create an Outstanding Customer Service Culture
Great leaders seeking to develop outstanding customer service at their companies can get there by committing to an office culture that celebrates ongoing improvement and empowered employees. A recent ...
A Corpse Adds to Old Mutual’s Ongoing Problems
Old Mutual Ltd. is in the spotlight again for all the wrong reasons. The 174-year-old insurer was forced to apologize after a grieving family brought a corpse to one of its branches so the company ...
Carrier Tech Investments Boost Customer Satisfaction With Auto Claims Process: J.D. Power
Customer satisfaction with the auto claims process has apparently reached record levels, thanks in no small part to carrier investments in the technology that serves the process. The 2019 J.D. Power ...
Customer Focus Is Key Ingredient for Future InsurTech Users
In her 1969 hit song "Both Sides Now," singer-songwriter Joni Mitchell looked at clouds and other metaphors of life both optimistically and pessimistically—and she felt uncertain about the future. ...
Carriers, Agents Gain Plenty by Keeping Small Biz Customers Happy With Claims Processing
If carriers and agents can handle their small business clients' claims well, they could be better positioned to keep their customers happy. Approximately 94 percent of small business owners who said ...
Carriers Fall Short in Key Areas of the Property Claims Process: J.D. Power
Property insurers are falling short in some key areas of the claims process even as they earn high marks for overall customer satisfaction, according to the J.D. Power 2019 U.S. Property Claims ...