Customer Experience

ITL FOCUS is a monthly initiative featuring topics related to innovation in risk management and insurance.

Many customers are dissatisfied with how insurers treat them and are increasingly shopping around. It's time to rethink the problem.  

AI chatbots streamline routine insurance tasks, but judgment calls, emotional nuance, and complex claims still demand human oversight.

AI shifts insurance claims operations from fraud detection to customer service, shedding the industry's tech-laggard reputation.

Fast digital claims payments create customer loyalists who stay despite premium increases, new research shows.

Customer acquisition costs have surged 222%, and one poor claims experience can destroy trust and trigger churn.

Insurance industry's AI adoption reveals a critical gap: Algorithms optimize processes, but humans build trust.

Rising premiums are driving auto carriers to transform roadside assistance into a strategic retention tool through technology partnerships.