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- . . .
Posted on November 20, 2014 by Roy Jubraj
In my new series of video blogs, I talk about why vehicle telematics is a game-changing opportunity for the motor insurance industry. The UK market for vehicle telematics alone could be worth £4 billion a year – or $6.5 billion in USD – by 2020.
For that reason, insurers need to think about telematics not just as a pricing innovation but as an opportunity to alter every aspect of the . . .
Posted on November 20, 2014 by Thomas Meyer
It’s important to ensure that any new initiative gets off to a good start—and digital transformation is no exception.
I’ve been involved in the publication of two important pieces of research in recent months (and many more in the past). They have prompted me to think more broadly about digital transformation in the insurance industry.
The first piece of research is an attempt to make digital tra . . .