Six Things | December 14, 2021

A Wake-Up Call on Claims. Plus, employer trends shaping workplace; the future of the independent agent; what to understand about Gen Z; and more.

Insurance Thought Leadership

December 14, 2021

A Wake-Up Call on Claims

Paul Carroll, Editor-in-Chief of ITL

Digitizing the claims process has been one of the shining examples of innovation in insurance — or so it seemed. But J.D. Power threw some cold water on that notion in a report released last week.

“The industry is lagging far behind financial services and utilities providers when it comes to the digital customer experience,” according to the J.D. Power 2021 U.S. Claims Digital Experience Study. “Adoption remains stubbornly low. During the course of this year, just 40% of claimants interacted with an estimator via digital channels and only 47% made a claim via a website.”

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SIX THINGS

Employer Trends Shaping Workplace
by Kimberly George and Mark Walls

If the pandemic has proven the need for anything, it is flexible and hybrid work environments.

As Digitizing Increases, So Does Fraud Risk
by Manoj Upreti

While digitizing has improved customer experience, sped service and cut costs, it also opened opportunities for bad actors to commit fraud.

The Virtual Insurance Agent

The Future of the Independent Agent
by Kaitlyn Taylor

The COVID-19 pandemic changed how we sell insurance and rewrote the role of the independent agent forever.

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What to Understand About Gen Z
by Stephen Boucher

Generation Z's appetite for personalized, digital-first experiences can unlock new revenue opportunities, both now and in the future.

How to Work With Insurtechs
by Rick Bushell

The key to success is to remember that an insurer will be co-developing a solution with the startup; transparency is a must.

3 Common Mistakes When Verifying COIs
by David Thomas

You may be setting the bar too high for third parties. You may be insisting on "one-size-fits-all." You're surely doing too much manual work.

Read More

Creating Room for Innovation

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Insurance Thought Leadership (ITL) delivers engaging, informative articles from our global network of thought leaders and decision makers. Their insights are transforming the insurance and risk management marketplace through knowledge sharing, big ideas on a wide variety of topics, and lessons learned through real-life applications of innovative technology.

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