Keyword
Customer Experience
How satisfied Canadian consumers are with their insurer
May 26, 2023 by Alyssa DiSabatinoDespite the hard market slowing down service capabilities in some areas of the P&C industry, Canadian consumers seem satisfied with their insurance policies, according to a recent survey by insurance software company Duck Creek Technologies. Almost all insured Canadians…
How to improve your customer’s buying experience
March 17, 2022 by Alyssa DiSabatinoDigitization is not slowing down, and so brokers and carriers need to improve customer service and a user’s online customer experience (CX), suggests a recent white paper by Reuters. According to the authors of Next Wave Insurance: Daring to be Different, the…
Mass personalization can enhance customer experience: PwC Canada
October 5, 2021 Canadian Underwriter StaffAccelerated digitization continues to drive strong M&A activity in P&C, with brokerages that prioritize the customer in their digitization strategies more likely to succeed. “Understanding the customer and how to change the customer experience will be the key differentiator for…
Look for AI to “hyper-personalize” customer experience in 3-5 years: Aviva exec
July 20, 2021 by David GambrillHyper-personalization of customer experience in three to five years’ time is a big reason why the property and casualty insurance industry is ramping up the use of artificial intelligence and machine learning now, an Aviva Canada tech executive suggests. “I…
What consumers really want from their insurance providers
May 26, 2021 by Jason ContantAs insurers and brokers increase their efforts to go digital, consumers still say they want an omni-channel and personalized experience, according to Ipsos survey results of more than 13,000 Canadian adults. “The preference to buy directly from the [insurance] company…
One certifiable way to improve the driver’s claims journey
October 1, 2020 by Adam MalikDrivers in Ontario can anticipate a smoother claims journey if collision repair shops in the province are certified in the future as expected, according to a pair of experts. Currently, the national trade association that represents collision repairers is in…
How customer experience became paramount – and how it will further change
November 21, 2019 by Adam MalikPerhaps the biggest trend one property claims expert has seen in recent years throughout the insurance industry is the focus on enhancing the customer experience. And using technology is going to be what can help one company differentiate itself from…
One key factor in creating a great customer experience
September 16, 2019 by Jason ContantWant to create an excellent customer experience for your clients? Make sure you are picking the right vendors, says Hans Reidl, senior vice president of claims with Economical Insurance. “The supply chain… are the ones that are actually doing the…
Why brokers need to take ownership of data
April 11, 2019 by Jason ContantBrokers need to take ownership of the data they collect to personalize and improve the customer experience, a speaker suggested Tuesday at the CIP Symposium in downtown Toronto. “For the brokers in the room, how does your client feel if…
Artificial Intelligence set to transform insurance industry, but integration challenges remain: Accenture
April 19, 2017 by Canadian UnderwriterArtificial intelligence (AI) will “significantly transform” the insurance industry in the next three years, with insurers investing in AI to empower agents, brokers and employees to enhance the customer experience with automated personalized services, faster claims handling and individual risk-based…
Carriers should more fully explore potential in episodic insurance, CIAA event hears
April 17, 2017 by Angela StelmakowichInsurance carriers need to more seriously consider the potential that exists in episodic insurance and how such an approach could alter offerings, Mukul Ahuja, leader of insurance strategy and innovation at Deloitte Canada, suggested Thursday. “Not nearly enough carriers are…