Keyword
customer satisfaction
The case for retaining clients instead of finding new ones
January 5, 2021 by Adam MalikThe insurance industry is putting a disproportionate amount of effort in bringing new customers to their business and not investing enough in client retention, which is a far more affordable strategy, says an industry observer. Further plaguing the industry is…
A researcher’s take on ICBC’s low customer satisfaction scores
December 1, 2017 Greg Meckbach, Associate EditorBritish Columbia’s monopoly auto insurer has little incentive to improve customer satisfaction, and an opposition party member is slamming the ruling New Democratic Party for not implementing recommendations made in July immediately after taking power. Insurance Corporation of British Columbia…
Misconfigured cloud-based file repository exposes personal information of as many as 14 million U.S. Verizon customers
July 14, 2017 by Canadian UnderwriterA “misconfigured cloud-based file repository” exposed the names, addresses, account details and account personal identification numbers (PINs) of as many as 14 million U.S. customers of telecommunications carrier Verizon, according to a recent blog from computer security company UpGuard. The…
Cat claims out West create stress for home insurers, proactive communications can bolster customer satisfaction: J.D. Power
June 6, 2017 by Canadian UnderwriterA spike in major claims resulting in record losses from catastrophic disasters across Canada over the last few years has created significant challenges for insurance carriers in 2017, a situation that has had an impact on customer satisfaction with the…
Canadian auto insurance customer satisfaction climbs despite premium increases: J.D. Power study
May 15, 2017 by Canadian UnderwriterCustomer satisfaction with auto insurance in Canada has increased for the second consecutive year despite nationwide premium increases, according to the newly released J.D. Power 2017 Canadian Auto Insurance Satisfaction Study. The study, released on Monday, found that across all…
LexisNexis Risk Solutions explores roadmap to “touchless” claims
March 22, 2017 by Canadian UnderwriterWhile some insurance carriers continue to favour traditional claims processes, the demand for faster cycle times, reduced expenses and improved customer satisfaction is driving increased automation and an eventual migration from virtual to “touchless claims,” according to a new report…
Message from the President
February 10, 2017 Heather Matthews, President, Canadian Independent Adjusters' AssociationYou cannot turn a page, open a news article, turn on the television or even have a conversation without technology somehow weaving its thread in. We are bombarded with the latest advancements in all industry sectors. In my last message…
Insurer profitability, broker expertise key drivers of customer satisfaction in large commercial insurers in Canada and U.S.: J.D. Power study
December 5, 2016 by Canadian UnderwriterThe key variables driving overall commercial insurance customer satisfaction in Canada and the United States are insurer profitability and broker expertise, according to the J.D. Power 2016 Large Commercial Insurance Study. The survey, which provides an “independent and objective” measure…
Global insurtech market forecast to grow at compound annual growth rate of more than 10% between 2016 and 2020, new report suggests
November 24, 2016 by Canadian UnderwriterThe global insurtech market is forecast to grow at a compound annual growth rate of more than 10% between 2016 and 2020, according to a new report from global technology research and advisory company Technavio. The market research report, titled…
Use of digital channels increasing, but technology can’t fully replace human connections during auto claims process: J.D. Power U.S. study
October 27, 2016 by Canadian UnderwriterMillenials’ customer satisfaction with the auto insurance process in the United States, while still the lowest among all generations, is improving and carrying the rest of the industry with it, according to the J.D. Power 2016 U.S. Auto Claims Satisfaction…
Proactive Claims Communication: A Lost Art in Customer Service
July 15, 2016 Dara BangaInsurance claims adjusters need the trust of their policyholders
Customer satisfaction with homeowners insurance improves in eastern Canada, lower satisfaction in western provinces: J.D. Power study
June 6, 2016 by Canadian UnderwriterCustomer satisfaction with homeowners insurance in eastern Canada is improving, while catastrophic events contribute to lower satisfaction in the western provinces, according to the J.D. Power 2016 Canadian Home Insurance Study, released on Monday. The annual study examined customer satisfaction…