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Top : Customer Service - Insurance Industry: While insurance is a price competetive arena, trust and customer service play huge roles in attracting and retaining customers. Learn more about best practices, customer service approaches in car, house, business insurance.
Articles:
Insurance and Technology - Customer Consolidation - by Julie GallagherAs finicky financial services customers increasingly rely on the Internet as a research tool, it's more apparent than ever that the competition's Web site is only a click away. So why aren't more underwriters stepping up to differentiate themselves with the kind of personalized service that will keep customers coming back for more? The all-too-common lack of a centralized customer information repository is at the root of the problem. But as more vendors respond to insurers' legacy plight with customer data integration (CDI) solutions, the time for customer data consolidation is now. (Added: 25-May-2005 Hits: 1153 )
Insurance Group Turns Complaints Into Cash - by RICHARD H. LEVEY
While the dearth of data and do-not-call restrictions have teamed to dampen outbound telemarketing activity, Mass Marketing Insurance Group has managed to turn call center seats formerly used for inbound complaints into revenue centers. (Added: 16-Jun-2005 Hits: 1268 )
Insurance industry could save £80m by improving customer service, say CII and Ernst and Young - by na
Reducing duplication and improving customer service could save the industry considerable sums finds new research""London 30 April 2009: New research from the Chartered Insurance Institute (CII) and Ernst and Young finds strong consensus that the insurance industry is not providing good enough customer service to its mid-corporate customers. This is according to 69% of brokers and 87% of insurers that were interviewed.""The report, %u201CDelivering World Class Service%u201D, which polled senior insurers and brokers and 732 CII members, found that the insurance industry spends £1.3bn a year servicing the mid-market %u2013 those businesses with turnovers between £5m and £250m. It also identified the need for a new agenda between brokers and insurers to deliver good customer service and address the inefficiencies found prevalent in the market.""A combination of factors appears to be causing poor service levels (Added: 20-Jan-2010 Hits: 782 )
Technologies Imperatives In Insurance - by Kimberly Harris
Kimberly Harris is a research director in Gartner’s financial services industry group. Technology For Finance caught up with her recently to discuss the key technology trends in the insurance sector. Find out Kimberly's assessment of the insurance industry at this time. (Added: 1-Dec-2004 Hits: 1427 )
Insurance Companies Increase Web Use for Customer Service - by Micheal Pastore
The insurance industry has found that their clients use web sites more than ever, but not to transact their insurance business. Web users for insurance tend to use the internet to help them locate an insurance agent. This is quite unexpected. Read more about this turnaround in the article. (Added: 1-Dec-2004 Hits: 1288 )
Insurance Providers:Improving Customer Retention through the Contact Center - by na
It is not an easy time to be an insurance company. Cultural, operational andgeneral market challenges are converging, shifting the overall market landscapeand forcing insurers to take a long, hard look at their traditional ways ofconducting business. Given that the top priorities for today’s insurers are toincrease customer retention, loyalty and company growth, insurers mustprioritize the task of improving customer experience across all channels, butparticularly in the contact center. How important is the customers’ experience with insurance contact centers?Consider the following (Added: 20-Jan-2010 Hits: 962 )
STP For Insurance - by Maneeza Malik
Already widely adopted within the banking sector, Straight Through Processing (STP) is yet to make a major impact upon insurance. Maneeza Malik argues that STP must become a business imperative if the insurance industry is to remain competitive and drive down costs. Read more about this opinion within this article. (Added: 1-Dec-2004 Hits: 1316 )
Insurance - Keep Them Coming Back For More - by Julie Gallagher
Excellent discussion aimed at the insurance industry of the importance of retaining existing customers, strategies to do so, including case and company examples. (Added: 2-Jun-2005 Hits: 1874 )
Insurance Companies Increase Web Use for Customer Service - by Michael Pastore
More insurance companies are developing Web sites that improve customer service, according to a survey by IVANS, Inc., but results of a Progressive study found consumers still overwhelmingly use agents to purchase insurance. (Added: 24-May-2005 Hits: 1484 )
The ACSI Shows That Insurance Companies Are Improving Customer Service - Insurance - by Nathan Conz
The American Customer Satisfaction Index (ACSI) shows that insurance companies, such as MetLife, are improving customer service, possibly in call centers. (Added: 25-Sep-2008 Hits: 1050 )
Meeting Customer's Needs on the Internet: Agents, Brokers in Early Stages of Taking Services Online - by Sally Roberts
Although the technology is still in its early stages, more insurance agents and brokers are beginning to embrace the concept of online customer self-service.""Like their counterparts in the banking and securities worlds, insurance agents and brokers are beginning to offer customers the convenience of accessing their accounts online. By doing so, policyholders can gain access to their personal information and insurance coverages, request changes to policies and download certificates of insurance-all at the click of a mouse. (Added: 24-May-2005 Hits: 1270 )
Ultimeate Customer Service - by n a
When Ultimate Warranty Corp. answers its hot line, it won't trap callers in a holding pattern for longer than a minute. The extended warranty provider's claim to growth is customer service, and by tuning up technology, training staff, and tackling existing markets, the firm is picking up market share from competitors. (Added: 22-Feb-2006 Hits: 1084 )
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