Posted on November 25, 2014 by Andrea Moneta
As insurers move down the path to customer-centricity, they will need to address a number of conceptual and execution challenges. This week, I’ll look at the conceptual challenges.
The distribution model and the customer
The operational implications of customer-centricity will depend on the insurer’s business models and distribution channels. In some cases, insurers might define their c . . .
Posted on November 25, 2014 by Darcy Dague
Collaboration is often touted as an effective way for workers to build rapport and be more effective, but what does it actually mean in the claims function? Here are some examples:
Collaboration tools can facilitate knowledge transfer between senior and junior adjusters—an increasingly important capability as many experienced adjusters retire or prepare to retire.
Supervisors can get a real-time . . .
Posted on November 24, 2014 by Michael Costonis
We spoke to nearly 8,000 insurance policyholders in 14 countries, with the aim of understanding customer attitudes toward claims. Some of our findings confirmed what insurers already know about their customers—and some results were surprising. So what should insurers do with this information, and where should they focus their claims improvements? That’s the topic of this week’s blog post.
Insurers . . .
Posted on November 24, 2014 by Tim Jones
For insurers who have already taken the step of reinventing their claims workforce with claims professionals who can solve problems, provide differentiated customer service and drive innovation and change, the next step is to take a more strategic view.
Until now, insurers have tended to concentrate on a limited and short-term approach to building efficiencies into the claims handling process by:
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Posted on November 21, 2014 by AccentureINS
Insurance marketing executives place a high degree of faith in traditional channels—for example, face-to-face interaction—for reaching, influencing and interacting with customers. But their confidence in the use of selected digital channels such as mobile and email is growing. What’s more, there is scope for insurers to use mobile technologies to enable agents to deliver more satisfactory face-to- . . .