Customer Service & Experience
Articles
McKinsey & Company – Moving to a user-first, omnichannel approach
Executive summary : Today, about one in four motor insurance policies in Germany is sold online, and other property – and personal-insurance products are increasingly being ...
Capgemini – Life Insurance Top Trends 2021
Executive summary : Miles to go before I sleep… COVID-19 continues to have a serious impact on the life insurance industry. Job losses, defunct traditional channels, and lack...
Going digital: Insights to optimise consumer appetite for online insurance in Asia 2020
January 2021 featured reports: In line with the broadly regional theme of this month’s library entries, we are featuring two reports from Swiss Re on digital transformation and ...
Library: Shift Technology Fraud Insights
December 2020 featured report: Shift Technologies’ latest fraud insights report covers the fraud, waste and abuse (FWA) trends impacting the global healthcare payer market. ...
Adacta Fintech: Digital Transformation in Insurance – APIs, Platforms, and Ecosystems
November 2020 featured report: The pandemic will only accelerate the digitalisation of the insurance industry. So says the report from Adacta Fintech, which is this month’s ...
Ember: The Joy of CX
October 2020 featured report: Customer experience is increasingly a focus for insurance companies. However, this report asks whether insurers are really committed to implementing ...
BCG: Digital underinvestment hurts insurers
Executive summary : Most insurers are underinvesting in digital initiatives and are steadily falling behind the industry’s “digital champions”—companies prioritising those ...
Oliver Wyman: COVID-19 Considerations for Insurers in Asia
Executive summary : The COVID-19 pandemic has had a major impact on almost all economic sectors, and insurers are no exception. While governments are limiting the damage by ...
KPMG: COVID-19: customer and digitisation in insurance
Executive summary : Who hasn’t asked at some point, “How will this pandemic affect me and my family? How will it affect our lives? Our jobs, education, graduation, birthdays, ...
SAS: Insurance at Risk – The Search for Safety in a Changing World
Executive summary : Why insurers must move to a more proactive, customer-centric operating model to protect their policyholders — and their own businesses — in a post-COVID-19 ...
Oxbow Partners: Suitability, transparency, certainty: The three imperatives for post-COVID-19 insurance propositions
Executive summary : On 1 May the UK regulator, the FCA, announced that it expects insurers to “consider whether and how coronavirus may have materially affected the value of ...
PwC: Reimagining DDO as more than just compliance
Executive summary : Reimagining DDO as more than just compliance At first glance, the design and distribution obligations (DDO) could be seen as compliance boxes to tick. But a ...
McKinsey: The multi access revolution in insurance sales
Executive summary: The multi-access (r)evolution in insurance sales Consumers expect a seamless, digitally enhanced experience across multiple access points and channels. Three ...
KPMG: The Customer Experience Continuum
Executive summary: In a world where health systems and pharmaceutical manufacturers have accepted the need to meet consumers where they are, health plans cannot afford to sit on ...
BMC: Willingness to adopt wearable devices with behavioural and economic incentives by health insurance wellness programs
Article Synopsis : Wearable tech has been hailed by some as the route to accessing the kind of data that is going to drive big data and advanced analytics in insurance and in ...
Santalucia embraces agile integration approach
Santalucia which is a Spanish insurer has partnered with Red Hat to embrace agile integration and open hybrid technologies to further its digital transformation strategy.
...
This Time It’s Personal: A human approach to profitable growth for insurers
Article Synopsis : Customers want to receive a personalised service from their Insurer, just as they have become used to from other providers. But insurers are struggling to ...
AXA partners with Mynt and MicroEnsure for digital insurance app
In the Philippines, AXA has partnered with Mynt and MicroEnsure to provide digital insurance coverage through GCash Insure. GCash Insure is an extension of Mynt’s GCash app w...
AXA boosts digital interactions with RingCentral partnership
AXA which has partnered with RingCentral and through the use of its digital interaction platform, RingCentral Engage Digital, has seen a 50% month on month growth in its digi...
Why mobile payments is a game changer for life insurers
The arrival of mobile payments in Asia has become a springboard for digital insurance. Although the technology was originally developed in Japan, the lack of credit card usage and ...
Trov Launches InsurTech White-Label Insurtech Platform and Partners with Lloyds Banking Group
Trov has partnered with Lloyds Banking Group to launch a portfolio of end-to-end digital, white-labelled insurance products designed to be rapidly deployed by financial organ...
Grab raises $300m from Invesco to move beyond ride-hailing
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Grab , a ride-hailing company in SEA has raised $300 million from Invesco to further boost its drive to become a “super-app” offering a plethora of ...
Where are banks and insurers on their digital mastery journey?
Article Synopsis : The future of the financial services industry is at a crossroads. The landscape is changing as consumers become more connected, regulators tighten their grip ...
Keep Warranty
Keep Warranty is a B2B2C app tackling the issue of lost warranties and purchase slips by storing them in one secure location and making it accessible at all times via the app...
MSIG Insurance, the first in Singapore to use video tech to optimise motor claims process
MSIG Insurance has partnered with communications tool Wavecell and claims management software-as-a-service (SaaS) provider Merimen to launch a video interaction pilot program...
TDI TALKS! With Tony Tarquini, Director of Insurance for EMEA @ PEGA
Watch a preview of TDI TALKS! with Tony Tarquini, Director of Insurance for EMEA @ PEGA share his insights and thoughts on Digital and Proactive Customer Service. Preview ...
MySeg – manage all your insurances in one place
MySeg aims at improving consumer’s insurance experience by allowing all insurance matters to be easily and conveniently dealt with in one place –...
Digital changes the game in Financial Services
Article Synopsis : An Accenture report entitled Digital changes the game in financial services outlines some interesting findings from research with 3,000 online consumers in the...
Imburse Pitch – LIVEFEST 2018 Africa InsurTech Startup Awards
Watch Oliver Werneyer, CEO, IMburse talk about an innovative Cloud-based Transaction platform that simplifies financial transactional activities via a single connection ...
Zia Zaman from MetLife Asia speak @ Platforms & Eco-systems – The Future of Insurance in Asia? panel session – Asia & ANZ...
Watch Zia Zaman from MetLife Asia speaks @ Platforms & Eco-systems – The Future of Insurance in Asia? panel session – Asia & ANZ LIVEFEST 2018 about how innovation ...
Digital Customer Engagement – Making connections that count panel session @ Europe LIVEFEST 2018
Scroll down for the full session video below the infographic Watch the Session Recording
Hanne Tuomisto-inch from Google speaks @ Digital Customer Engagement – Making connections that count panel session – Europe LIVEFES...
Watch Hanne Tuomisto-inch from Google speak @ Digital Customer Engagement – Making connections that count panel session – Europe LIVEFEST 2018 about moving from analog ...
Thomas Harrington from Pegasystems speaks @ Digital Transformation – Urgent or Too Late? panel session – North America LIVEFEST 2018
Watch Thomas Harrington from Pegasystems speaks @ Digital Transformation – Urgent or Too Late? panel session – North America LIVEFEST 2018 about AI-powered customer ...
Etiqa Takes the Lead to Service Insurance Customers via WhatsApp in Singapore
Etiqa Singapore and Whatsapp have entered into an agreement to allow customers to leverage Etiqa’s customer care support via the messaging application. All personal pol...
RELATIONSHIPS REMAIN ESSENTIAL FOR SUCCESSFUL DIGITAL TRANSFORMATION
The insurance world has experienced a technology driven tsunami of insurtech in recent years. Yet a new chapter has begun in which the industry must acknowledge they face danger of...
Homelyfe launches B2B platform to enable digital innovation at start-up speed
HomeLyfe, a UK based insurtech, has launched a new digital insurance platform called Aventus which allows challenger and retail banks to integrate with any insurer t...
Legal & General launches digital platform for brokers
In the UK, L&G has launched a new digital broker platform that delivers greater efficiency by enabling online client management for Group Income Protection and Group Life...
Redefining Insurance:The future ahead…
Article Synopsis : This is the second of two insurance focused papers concentrates on the innovation that is already taking place in India. It acknowledges the growing population...
TDI TALKS! WITH TONY TARQUINI, DIRECTOR OF INSURANCE FOR EMEA @ PEGA
15 minutes live with Tony Tarquini from Pega who shares insight and his point of view on Digital and Proactive Customer Service and Pega’s approach to achieve the same.
TDI Talks! With Abhishek Shah and Prayat Shah from Wellthy Therapeutics
Abhishek Shah and Prayat Shah from Wellthy Therapeutics share their views on how digital therapeutics like Wellthy Therapeutics are helping to prevent and reduce the impact of ...
TDI TALKS! With Tony Tarquini, Director of Insurance for EMEA @ PEGA
15 minutes live with Tony Tarquini from PEGA who shares insight and his point of view on Digital and Proactive Customer Service and Pega’s approach to achieve the same.
Global LiveFest Digital Innovator Richard Leftley – Reaching New Insurance Consumers
This article on the development of microinsurance for emerging consumers is by Richard Leftley, the founder & CEO of MicroEnsure, and one of The Digital Insurer’s Digital ...
Uber launches Insurance Cover for its Drivers, Riders in Bangladesh
Uber, the world’s largest on-demand ridesharing company, has launched an insurance programme for its riders and drivers in Bangladesh.
The policy will provide bo...
Aegon invests in German pension startup fairr.de
Wealth and asset management
Asset management tech for insurers
Test, learn, win: Digital transformation for wealth and asset managers Digital wealth and asset management technologies are attracting greater market attention, headlines and ...
How technology can boost insurers’ operational efficiency
By Francis Templing & Mark Wylie, KPMG With most insurance business being high volume and low margin, optimising operational efficiency is key for many firms. It’s something ...
TDI Webinar May 2018 – Simplifying Customer Experience
The Simplifying Customer Experience webinar was held on 10 May 2018. The agenda includes: How to Simplify the Customer Experience Sun Life’s Approach to Creating a Connected ...
TDI Webinar May, 2018 – Simplifying the customer experience
The Simplifying Customer Experience webinar was held on 10 May 2018. The agenda includes: How to Simplify the Customer Experience Sun Life’s Approach to Creating a Connected ...
Ten Steps to Succeed as a Digital Insurer
Article Synopsis : The insurance landscape is changing at an accelerating rate. Consumers expect increasingly high levels of convenience, service, choice, immediacy and ...
MetLife partners with AXA telemedicine platform
Metlife and AXA have partnered to develop a teleconsultation service proposition to all employees in the US who are travelling overseas.
Dnurse Insulin Dosage Monitor; Insulink.
Worldwide, medical devices that cater for diabetics have improved considerably. However, insulin pens still require users to go through several steps and menus to record dosa...
Chubb and Grab partner to provide in-app insurance solutions
Chubb, one of the largest P&C insurance operators has entered into a partnership with Grab, an on-demand transportation and FinTech platform in Southeast ...
Simplifying the customer experience
By Will Pritchett & Louise Portelli, KPMG In the digital age, consumers have more power than ever before. They have a plethora of choice through multiple channels and their ...
The InsurTech phenomenon makes the customer experience simpler
The digital age has reshaped customer expectations We have the Big Four to thank for this: Amazon, Apple, Facebook and Google. Four tech giants that have reset the bar when it ...
Bupa strikes digital health partnership with HealthTap
Bupa has entered into a partnership with US based HealthTap, which styles itself as a ‘healthcare operating system’ powering the largest network of interactiv...
Enhancing Digital Trust in Banking and Insurance
Article Synopsis : We all know how important trust is in business, especially insurance. How best to build trust with digital customers? “Enhancing Digital Trust in Banking and...
The Connected Ecosystem: A new business model for insurers
By Chia Tek Yew, Partner and Head of Financial Services Advisory, KPMG in Singapore The impacts of new and developing technologies have dominated recent conversations about the ...
2018: InsurTech hits its stride
By Murray Raisbeck & Paul Merrey , KPMG InsurTech looks set to gather serious momentum over the next year, as proof of concepts are scaled to production. Insurers move up a...
Customer Engagement webinar recording – Poll concludes that the most important customer initiative is building an omni-channel capa...
Our November 2017 webinar had over 400 registrations from around the globe. This was our fifteenth webinar as part of our Digital Insurance in Action series, sponsored by KPMG. ...
TDI Webinar Nov, 2017 – Customer Engagement in a Connected World
The Customer Engagement in a Connected World webinar was held on 29 November 2017. The agenda includes: How insurers can up their game and drive customer engagement Improving ...
Espire Infolabs Customer Engagement Hub (CEH)
Espire Infolabs (a global CRM provider) and Pitney Bowes (a logictics firm) have launched the Customer Engagement Hub, to help insurers and intermediaries implementation, ana...
Majesco’s Digital1st insurance
Founded in 1982, Majesco is a global provider of core insurance software and consulting services. In 2017, it launched its first digital engagement and micro-services based s...
Metromile; the pioneers of digital engagement insurance
Value trumps Price hands down, every time! Metromile were ahead of their time when it comes to digital engagement. This is the world of insurance protection where customers buy ...
Customer engagement in a digital world
By Louise Portelli & Adrian Clamp, KPMG In a connected age where the quality of the customer experience has become increasingly important across sectors, insurers face a ...
Customer Engagement in a Connected World
Consumer Behavior Transformation – NobleOak Paper
Article Synopsis : Australia’s first life insurance policy was written in 1833. More than 180 years later, the old adage that “Life insurance is sold, not bought” continues...
Understanding Digital Expectations – PwC Report
Article Synopsis : In the digital age, it’s about understanding customer needs and then aligning the business – all of it – to serve those needs. ...
Zuihuibao insurance platform
Zuihuibao is a Chinese insurance platform focusing on personal accident insurance, travel insurance and car insurance. Based in Shanghai, Zuihuibao is operating through WeCha...
Transforming life insurance with design thinking – McKinsey Report
Article Synopsis : Over the last fifty years the promise of financial security powered by strong actuarial teams with minimal investments in customer experience has been a ...
Physical Sales Networks In the Digital Era – Wavestone
Article Synopsis : Though the last ten years have seen a decline in brick-and-mortar retailing the need for physical sales networks has remained intact. Retailers are ...
How to Engage with your Insurance Customers – Kofax
Article Synopsis : Insurance companies struggle to connect, communicate and engage with digital consumers. Many insurers are still stuck in traditional paper-based processes as ...
QualityKiosk and The Digital Insurer Announce a Strategic Partnership
January 5th 2017 QualityKiosk and The Digital Insurer Announce a Strategic Partnership to Deliver Quality Assurance Solutions for Digital Age ...
Driving Stronger Returns from Customer Experience – ADMA
Article Synopsis : Emerging technologies bring radical improvements to digital customer experience (CX). Where are you on the CX maturity curve? The ADMA white paper ...
The CareVoice – Chinese mobile platform bringing trusted ratings and recommendations on top quality healthcare services
The CareVoice is a Shanghai based independent health platform that provides ratings and recommendations on medical providers so that Chinese consumers can find hospi...
The Next Generation Customer – KPMG Kenya Insurance Survey
Article Synopsis : The insurance sector in East Africa is on the cusp of fundamental transformation, which will ultimately change the way the entire insurance industry looks and ...
The Digital Insurer webinars – participant guidelines and dial in numbers
Thank you for participating in our webinar. Below are some guidelines for participants as well as dial in numbers if you have trouble accessing via the registration links. Please ...
The Power of Integrated Content and Process Management – SMA
Article Synopsis : Insurers live and die by information. The product itself (the insurance policy) is information-based. In “The Power of Integrated Content and Process ...
Digital Trust: Strengthening Customer Relationships-Accenture
Article Synopsis : Trust is the cornerstone of the digital economy; without it businesses can’t use and/or share the data fueling their operations. Trust with customers, ...
Businesses must design for better digital experiences – HP
Article Synopsis : Customer communication management (CCM) programs must be expanded in scope to achieve desired results in the emerging digital landscape. In the whitepaper ...
China Taiping Insurance – Wechat Road Side Assistance
As China’s auto insurance premiums begin to be liberalised, insurers are beginning to experiment with new policy features, services and pricing that can differentiate them in...
FinanceFox – The insurance consultant for your back pocket
FinanceFox is a Swiss-based mobile app that facilitates the digital management of insurance policies and also offers advice regarding coverage gaps,...
MetLife’s MULAN App
The Uberisation of Insurance – Putting the Customer First
(image source: Pexels) Putting the customer first Uberisation. The seismic shift in consumer expectations of customer service has risen enormously since online retailers began to ...
Disruptive Behavior: Power to the People – 1insurer
Article Synopsis : Buyers have a negative view of the insurance profession – seeing it as a ‘necessary evil’ or a grudge purchase. That the relationship between ...
Insurance Through the Eyes of the Customer webinar recording – Poll suggests that majority would go online for price discovery and ...
Our June 2016 webinar had over 400 registrations from around the globe. This was our sixth webinar as part of our Digital Insurance in Action series, sponsored by KPMG. If you...
TDI Webinar Jun 2016 – Insurance Through the Eyes of the Customer
The Insurance Through the Eyes of the Customer webinar was held on 15 June 2016. The agenda includes: How technology can redefine the customer experience – digital claims Using ...
TDI Webinar June, 2016 – Insurance Through the Eyes of the Customer
The Insurance Through the Eyes of the Customer webinar was held on 15 June 2016. The agenda includes: How technology can redefine the customer experience – digital claims Using ...
MetLife Infinity – Digital vault for your memories today & tomorrow
MetLife Infinity is MetLife’s most recent initiative to embrace a mobile first world. This app serves as a part capsule and part digital vault to store and share memories wit...
Zest Health – Smart Concierge service and App
Zest Health is an mHealth startup based in Chicago. Zest is currently trying to reinvent the way consumers make healthcare decisions through a mobile solution and concierge s...
Blurred lines: How FinTech is shaping Financial Services – PWC
Article Synopsis : As quoted by a senior executive at a global banking organization, “We thought we knew our customers, but FinTechs really know our customers.” In the ...
Customer comes first – Trov, Sure & GetSafe discuss InsurTech Distribution
HOW INSURTECH IS CHANGING THE TRADITIONAL INSURANCE LANDSCAPE Since the start of last year, I have interviewed around 100 InsurTech start-ups and early stage businesses. I’ve ...
Sureify – the Salesforce.com of Insurance Engagement
The Connected Self in the Connected World Fitbit just announced its Q1 results. They sold nearly 5 million Fitbits in the first 3 months of 2016 and now have annual revenues of ...
USAA’s Digital-driven Customer-Centric DNA
Insurance in the interconnected age – BT Global Services
Article Synopsis : The insurance industry faces increasing pressure from non-traditional threats such as retail giants and FinTech and InsurTech startups. What makes these new ...
The Insurance CIOs Guide to Building an Agile Communications Strategy – Oracle Whitepaper
Article Synopsis : Effective communication strategy can help insurance companies gain control of content, automate manual bottlenecks and create faster, wider and more consistent...
The Digital Mandate for Health Plans – Cognizant whitepaper
Article Synopsis : Digitisation is rewriting the rules of insurance distribution and servicing with incumbent companies at risk of being left behind in an increasingly mobile, ...
Wins the Loyalty of the Insurance Digital Customer – Sutherland
Article Synopsis : Today’s tech-savvy digital consumers expect convenience, personalised service, transparency and affordable pricing and carriers are scrambling to develop and...
GetSafe Digital Insurance Manager
Knip – Mobile-First Digital Insurance Manager
Knip is a Swiss based ‘Mobile-First’ Digital Insurance Manager with a $15.7 million Series B round to its name. According to Knip co-founder Dennis, “We want to build an ...
Digital Transformation In The Age Of The Customer – Forrester
Article Synopsis : The ‘Age of the Customer’ means technology and economic forces put customers in control of their interactions with businesses. In response, businesses are ...
Increased Customer Intimacy & Digital Ecosystems – Dr Peter Weill
Article Synopsis : What percentage of your company’s revenues are under threat from digital disruption over the next 5 years? (Hint: for large firms it’s 53%. For all ...
Sureify – Personalised Premium Life Insurance
Digitising End-to-End Offerings for Tech-Savvy Customers – TCS
Article Synopsis : Smartphones, tablets, and other digital devices are changing the way business is conducted across industries. The insurance industry, however, is yet to ...
How insurers can harmonize customer communications – PwC
Article Synopsis : Customers today are overwhelmed with irrelevant and inconsistent messages from their insurance carriers. While many carriers know this, solving the problem is ...
Close the omni-channel customer experience gap – IBM
Article Synopsis : No matter how well you perform in a single channel, your customers will quickly lose patience if they can’t move smoothly across channels. Particularly for ...
Tailoring consumer engagement for today’s middle market-Deloitte
Article Synopsis : Over the past five years, the individual life insurance industry has experienced slowed growth in the face of economic headwinds and frequent marketing ...
CRM in Insurance – SMA Whitepaper
Article Synopsis : As customers avail themselves of products and services in a more digital way, insurers are evolving their CRM strategies to meet new expectations. In ...
The emergence of “engagement insurance” & the developing social conscience of protection insurance
Imagine a world where a consumer has an ongoing daily engagement with their insurance brand. Where insurance is a value add service that offers more than just protection against an...
Customer Experience in the Insurance Sector – Microsoft
Article Synopsis : Customers increasingly employ social media and mobile channels to research and buy insurance. Carriers must update traditional business processes to meet ...
Now Health International launches Medical Provider Search App
Future Solutions in Customer Experience – Energesse
Article Synopsis : In the white paper ”Future Solutions in Customer Experience and Retention for Private Health Insurance”, Dr Avnesh Ratnanesan and Paul Howarth from ...
The why and how of simplified customer communications – E&Y
Article Synopsis : Insurance consumers want more frequent, clearer and more personalized communications from their insurers, as well as greater transparency around rates and ...
Insurance All Channel Experience – Capgemini Report
Article Synopsis : Consumer trends are exerting pressure on insurers to deliver a more customer-centric experience. Are carriers ready to take the customer experience to the ...
Consumerization and the digital enterprise – E&Y Research Paper
Article Synopsis : Future growth in the insurance sector may not be driven by traditional models of distribution, but will likely come from insurance consumerization. In a ...
Insurance portals that deliver – PWC Report
Article Synopsis : Most carriers treat portals simply as vehicles for branding rather than digital storefronts that provide a way for employees, agents, and policyholders to ...
2015 World Insurance Report by Capgemini and Efma
Article Synopsis : In the “2015 World Insurance Report”, Capgemini and Efma team up to provide a comprehensive overview of the current status of the insurance ...
Modern Customer Care In a Multi-Channel World – Oracle
Article Synopsis : Orchestrating a seamless experience that delights customers through all phases of the transaction is a key differentiator in the digitally-driven ...
Innovation in the Insurance Customer Experience – SMA
Article Synopsis : Emerging digital megatrends are forcing insurers to relentlessly innovate around touch points with two sets of customers – policyholders and distribution ...
The changing face of the insurance customer – A white paper by Anthony Day from Suncorp
Article Summary : Customer behaviour and interaction patterns have been greatly influenced in the digital age and insurance marketers need to change their business strategy to ...
Delivering Exceptional Customer Experiences – Accenture Report
Article Summary : As insurance products are getting commoditized, competing on price is no longer sustainable. To be successful, insurers need to measure and fill the gap between ...
Building a customer-centric insurance company-Pitney Bowes
Article Synopsis : In today’s dynamic marketplace, most insurers are faced with a critical question – how do we excel at customer experience strategy, attaining a new ...
Omni-channel approach for customer experience – Infosys
Article Synopsis : The key marketing challenge for carriers today is delivering a differentiated customer experience to customers who are researching and buying all products ...
Innovation in the Insurance Customer Experience – SMA
Article Synopsis : In the evolving world of digital insurance, customer-centricity needs to be at the core of the carrier business model. The customer – not the policy – is...
The Customer-centric Insurer in the Digital Era – Accenture
Article Synopsis : Insurers have started to acknowledge that product innovation alone is not enough to spur growth and that it needs to be combined with building new ...
The digital prize – Taking customer connection to a new level – PWC
Article Synopsis : The hype of Social Media, Mobility, Analytics, and Cloud (SMAC) and their role in driving customer-centricity has turned into reality and is emerging as a new ...
Understanding the changing insurance consumer – Applied
Article Synopsis : Changing customer expectations and preferences pose a significant threat to the traditional agency and brokerage model which still relies on face-to-face ...
Reimagining Customer Relationships – EY Global Survey
Article Synopsis : As digital consumer needs and preferences are changing, insurers now need to look beyond traditional customer relationship management and develop an enterprise ...
Changing the Paradigm for Customer Interaction – SMA
Article Synopsis : In today’s increasingly digital world, customers are becoming more demanding and the seamless ‘anywhere, anytime’ model is fast becoming a reality. The...
How insurers can win customers one at a time – PWC
Article Synopsis : Customers are undoubtedly one of insurers’ most valuable assets and in order to win in today’s challenging environment, insurers need to cultivate a...
Digital thinking for product bundling in insurance
This article from guest author, Sathyanarayanan Sethuraman, looks at the practice of product bundling in the United States. It examines ways to move away from using price as the ...
Welcome to the Consumer Revolution – E&Y eBook
Article Synopsis : Establishing a strategic advantage for insurers requires a dynamic shift of focus from the product to the customer. Insurers need to understand ‘how to build...
Knowing your customer – An imperative for growth – PWC
Article Synopsis : The growth of technology, coupled with easy access to smartphones, the internet and social media has nurtured a new breed of digital customers. The changing ...
The Valued Insurer – A report from KPMG
Article Synopsis : Digitisation and digitally aware customers are transforming the insurance business model like never before. The important question that insurers must ask ...
The Customer-Centric Insurer – SAP Report
Article Synopsis : One of the biggest opportunities and challenges for insurers is managing digitisation and remaining customer-centric at the same time. A digitally driven ...
Five no regret moves for superior customer engagement – McKinsey
Article Synopsis : The rise of social networks and mobile have fundamentally changed the way businesses, including insurers engage with their customers. To deliver superior ...
Customer-Centricity in Financial Services Goes Digital – BCG
Article Synopsis : Evolving digital capabilities have empowered customers and now they are well informed, connected and demanding. In order to keep customers loyal, insurers need...
Time for insurers to rethink their relationships – Survey 2012 by E&Y
Article Synopsis : In today’s age of Facebook and Twitter, listening to customers and collecting this information to provide valuable insight has become an integral part of ...
Delivering Exceptional Customer Experience – Accenture Report
Article Synopsis : Empowered by digital technology and access to information, hybrid customers are dictating new terms of the insurer’s business. Customers insist on service ...
Meaningful Customer Engagement for Insurance – AETINS
Article Synopsis : For insurers, customer service is no longer business as usual, but becoming a part of the broader customer engagement strategy. The Profitability of the ...
Driving Customer Engagement in Insurance – COMARCH
Article Synopsis : Insurance customers are experimenting with combination of channels such as smart phones, internet, social media etc to transact with their product and service ...
Know Your Customer Behaviour – Wipro Insurance Journal
Article Synopsis : Digitisation has given wings to customer’s expectations and they are getting increasingly fickle. The insurance customer’s requirements are changing at a ...
Digital Leadership – Interview with Joe Gross – Capgemini
Article Synopsis : All the insurance providers are looking for opportunities to unlock business value through digital transformation. Digital edge is the need of the hour in order...
Trends in Insurance – Capgemini White Paper
Article Synopsis : Due to digitisation, the balance of power in the insurance sector is shifting towards customers. The important question is – Are insurers devoting ...
Password policies – a customer centric view : the good, the bad and the ugly
This short piece looks at password policies through the eyes of the customer – be it an end customer or a distributor. I am personally frustrated at the explosion of complexity ...
Cigna gets digital
A short article looking at how Cigna in the United States is making some bold steps in deploying a well thought out digitally enable customer centric engagement strategy. Digital ...
The Voice of the Customer – Insurance Survey by Ernst & Young
I met up with Russel Lok, a partner with Ernst & Young in Singapore, earlier in the week. He mentioned that his firm had recently completed a survey of consumers on insurance ...
Customer Portals – Moving Beyond Information
A number of multinational insurers, and some local insurers, have customer portals to allow customers to access their policy information online. In this article we explore how a ...
Asia 2017 Session Review – The Digital Insurance Customer
The Digital Insurer Asia Annual Conference 2017, held in Singapore in November, was a one-day flagship digital insurance innovation event that brought our community in Asia ...
The Digital Insurer Webinar: Insurance Through the Eyes of the Customer
Listen to the webinar replay Webinar Statistics Click here for all the Webinar Statistics Event Materials View the slides here Listen to an experienced, global panel...
Why change in P&C is a difficult proposition: The in...
Insurers are between a rock and a hard place when it comes to changing the way they do business, because of the risk of harming broker relationships, investment costs, and, at t...
Consistency is Key – Agency Nation
After 20 years as a producer in the Insurance Industry. I'm sharing how to be a top producer no matter where you work.
Aquiline-backed FRISS buys commercial lines data insurtec...
FRISS – an Aquiline-backed company that provides fraud, risk and compliance
solutions for P&C insurance carriers – has acquired fellow insurtech Terrene ...
AdvantEdge Analytics rebrands to AdvantEdge Digital
AdvantEdge Digital, a CUNA Mutual Group company, partners with credit unions and delivers a suite of SaaS solutions.
HDFC Life, YES BANK enter into Corporate Agency arrangement
Life insurance is an important financial tool for covering the risk of mortality, ...
Suresh Badami, Executive Director, HDFC Life said, “With our bancassurance ...
RAC Insurance establishes in-house insurance intermediary
The move 'represents a material shift in our insurance strategy' says RAC Insurance boss
LV= General Insurance launches new sustainability standard
The standard aims to make its branded bodyshop network more environmentally sustainable by setting carbon neutral targets
Tobias Taupitz – Laka • Sønr Spotlight
Last week we spoke with Tobi, CEO of insurtech Laka, which provides insurance cover for bicycles and ebikes on theft, damage and loss.
Will Your Agency Survive or Thrive This Year? – Age...
Scarcity-minded agencies continue to yearn for the "good old days" and view technology as an intrusion, while abundance-minded welcome novel concepts that allow them to be more ...
Middlesex Mutual adds Property Online Quoting including W...
ILDERTON, ON, APR. 8, 2021/insPRESS/ – Middlesex Mutual Insurance Co. (MMIC) adds Residential Property Online Quoting to their existing automobile online quoting platform throug...
What If Insurance Terms Were… Blockbuster Movies?
It's been a very weird year for movies. So why not make it weirder?
Canadian Premier launches digital life insurance product
Customers can now purchase up to $5 million in life insurance coverage online.
The ‘low-code’ imperative
This whitepaper is based on a survey conducted by Nuxeo and confirms a growing appetite for more agile ways of harnessing critical enterprise content assets, as organisations in...
Putting It All Together: Sureify’s life insurance ecosystem
By Lori Zinaich A quick Google search will find that, in 2016, a life insurance company offering a modern digital...
SoFi’s Choice
SoFi has launched a new offering, which comes with new insurance partners.
Majesco & KPMG partnering for growth and innovation
With digital demands from insurance customers seemingly often outpacing the
engagement capabilities of many insurers, the industry has arrived at a time of ...
Thimira Manamendra at Allianz Insurance Lanka Ltd –...
Thimira Manamendra is the Assistant General Manager - Bancassurance &
Alternate Channels at Allianz Insurance Lanka Ltd ...
Three Tales of Troubled Insurance Relationships
Three insurance relationship tales from today's newswire. Woman Sues Insurtech Over Broken Heart Thrice-divorced Natalie Galumpkin says she knows a bad
Why the new hybrid office model may have less flexibility...
Those pining for the freedom to pick and choose when they’ll work from home and when they’ll go to the office may be in for a surprise, panellists of a recent insurance webinar ...
Walgreens expands financial services strategy
This agreement is part of Walgreens’ alternative profit strategy and recently announced broader initiative to launch new financial products and services that reinforce its ongoi...
Digital Customer Experience as a Core System
The Front End (customer portal and the agent portal) as a core system In my nearly five years with Sureify,...
Walgreens announces further expansion of its financial se...
This agreement is part of Walgreens’ alternative profit strategy and recently announced broader initiative to launch new financial products and services that reinforce its ongoi...
Customer Mindshare Will Be Won By Embedded, Frictionless ...
In most sectors, companies will concur that there aren’t many options of differentiation that are as sustainable as customer experience is. Customer experience (CX) is the indel...
Behind the popularity of pay-as-you-go insurance
Customers want more choice and control over how they spend their insurance dollars, which explains the skyrocketing popularity of pay-as-you-go insurance, says the president of ...
Underwriting Archives – Novarica
Straight-through processing (STP) is becoming more common in insurance ...
Insurers Embracing Digital and AI Need to Keep an Eye on Regs, Says New ...
Resource Center
Search. 2020 Online Survey: Digital Transformation & the Life Sciences Industry
... Learn why digital inside and out is the new insurance imperative. A Digital ...
Point of Purchase Life Insurance: Selling Where Life Happens
When the process conforms to the person, retailers and insurers alike will be able to relax and know that they are not just capturing the up-and-coming generations, but like Wal...
K2 announces acquisition of insurtech Loss Run Pro
K2 Insurance Services has announced its acquisition of Montana-based insurtech Loss Run Pro. LRP was founded in early 2020 by Reghan Brandt and is focused
Great Products Are Addictive: Apple Legend Guy Kawasaki o...
Dr. Robin Kiera interviews Silicon Valley and Apple Legend Guy Kawasaki as part of the Superstar Series of Insurance and Finance Live.
The Rise of Digital Direct Insurance
... firms to increasingly adopt a direct-to-customer distribution model. And with the
challenges of the past year, a digital-first approach has emerged as compelling ...
Allstate Protection Plans Selects Synchronoss Personal Cloud
The solution gives insurers the ability to safeguard both devices and content, growing customer loyalty and fortifying customer relationships.
Act Intentionally with Daniel Seong – Agency Nation
David Carothers and co-host Kyle Houck interview Daniel Seong. Daniel talks about how to become a successful agent.
Simply Business launches a national advertising campaign
The Simply Business campaign will run on TV and radio in addition to a variety of digital media.
K2 Insurance Services acquires Loss Run Pro
The company offers a a subscription software service that generates and delivers loss run requests.
The New Insurance Experience – One Inc Whitepaper
The New Insurance Experience. Digital trends, technologies, and strategies redefining the industry. In this white paper, we discuss the current state of digitization in insuranc...
Asia InsurTech Podcast – EP 109 – Vivek Ramji...
The Asia InsurTech Podcast spoke with Vivek Ramji Iyer, partner and national leader of financial services and risk advisory at Grant Thornton Bharat about how insurers are movin...
InsurTech North 2021
We are pleased to advise that InsurTech North has been rescheduled to run online on April 22-23, 2021. The 2021 virtual event is a revitalization of the 2020 in-person event de...
Reliance to sell Travelers & Nationwide policies thr...
Reliance Global Group’s subsidiary, Fortman Insurance Services, has announced it will now offer Travelers and Nationwide insurance products through its
AXA XL’s Construction Ecosystem Wins Celent Model Insurer...
At Celent’s Innovation Insight Week, AXA XL’s Gary Kaplan and Rose Hall discussed how the Construction Ecosystem fosters construction company clients’ technology adoption and mo...
Digital Insurance Group (DIG) and dacadoo set to offer li...
Amsterdam based Digital Insurance Group (DIG) and Swiss Healthtech and Insurtech company dacadoo join forces to further boost their set of Insurtech solutions for banking, insur...
Why buying life insurance is still so hard — and how you ...
While there are some companies already disrupting the life insurance market, a
report by Munich Re Automation Solutions, a provider of digital underwriting ...
Allstate completes exit of life and annuity businesses
Allstate agrees sell Allstate Life Insurance Company of New York to Wilton Re for $220 million.
Where should European insurers focus their innovation?
Where should European insurers focus their innovation, asks Silvia Milian?
An unexpected source of home insurance innovation comes in
Products will need to adapt to changes in the market and home insurance innovation has occurred from an unexpected source.
A how-to for smaller life carriers to compete and win
To say these are challenging times in the life insurance industry is an understatement. From the pandemic to low-interest rates...
Ensurem Acquired by Private Investment Firm 777 Partners
The acquisition provides capital to fulfill the vendor’s vision of providing a simplified Medicare shopping experience, online or over the phone.
Joyn selects Solartis for its microservices-based, config...
Joyn Insurance selects Solartis for its microservices-based, configurable policy administration platform that leverages ISO Electronic Rating Content.
John Hancock Vitality members to receive rewards for COVI...
Beginning this spring, Vitality program members will have the opportunity to earn 400 program reward points when they share proof of their COVID-19 vaccination
Mahnke calls for more rational approach from insurers in ...
Alexander Mahnke, president of the German insurance management association GVNW, has called on the corporate and industrial insurance market to take a more rational approach to ...
wefox creates new AI team
Berlin, 23 March 2021 wefox creates new highly skilled team, focused on advanced innovation Artificial Intelligence unit to accelerate...
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