Customer Experience

The annual business interruption worksheet can be supplemented with information that generates a realistic look at risk -- and cuts premiums.

Retailers and others have been able to provide customers the experiences they want. Why is this so hard for carriers?

Many insurance carriers are finding they have to overcome decades of information neglect.

I've had to send faxes, repeat my member ID over and over in the same conversation and not know how a policy change will affect my bill. Not good.

Bundles currently encourage customers to buy based on price, but insurers can use them to become trusted advisers on risk.

We know which customers are the most costly in terms of risk and product, but has any company figured out which customers are the most problematic?

Intermediaries will emerge that will shop automatically for insurance for customers on an hourly, daily or weekly basis. |

Most companies make a common mistake: They set up accounts on popular social media sites like Facebook and Twitter -- then stop.