Keyword
customer service
Industry hasn’t done a great job of service: broker execs
September 16, 2022 by Alyssa DiSabatinoThe Canadian P&C industry hasn’t done a great job of service, says one industry CEO in an executive panel discussion at RIMS Canada Conference in Halifax. What’s the good news? The industry can meet and maintain service levels through collaborative…
Communicating with clients: Ditch the emojis! LOL
June 9, 2021 by Adam MalikDitch the emojis and shorthand — use proper language when communicating to clients in writing, an insurance executive urged during a recent webinar. Insurance professionals would be wise to make the extra effort to be clear to clients when communicating…
In a virtual world, don’t lose your humanity: insurer exec
June 1, 2021 by Adam MalikAs the world gets more and more virtual, don’t forget how to be human, an insurer executive urged during a recent webinar. Technology should be used to enhance the industry’s relationship with clients, rather than act as a replacement, explained…
Customer service trends: The COVID grace period is over
May 19, 2021 by David GambrillWith the end of the pandemic now a distinct possibility, Canadians are expecting the property and casualty insurance industry to up its game in customer service, industry execs observed in a recent webinar. “The move to digital [in March 2020]…
Where this direct sees advantages over the broker channel
January 18, 2021 by Adam MalikBetter engagement with customers and the ability to respond quickly to change are just two reasons why the leader of one of Canada’s biggest direct insurance companies sees an advantage for companies like his over competitors that sell through the…
Customers want you to text them. So why aren’t you?
December 6, 2019 by Adam MalikNearly seven in 10 customers want to be able to contact a business via text message but just 13% of small and medium businesses are actually using the medium to communicate with their customers, according to a recent study. While…
What brokers can learn about customer service from an airline, a steakhouse and a boot shop
September 25, 2019 by Adam MalikEighty percent of CEOs believe they provide great customer service, according to a recent survey from IBM. However, only 8% of customers believed they receive such service. That disconnect could be killing your brokerage. “If you’re sitting here right now…
Are you prepared for insurance quotes through Google Home and Amazon Echo?
May 10, 2019 by David Gambrill“Google Home, Amazon Echo, buy me auto insurance for my new, black 2019 Hyundai Sontata.” If you are a broker, would you be able to handle this voice request for an auto insurance quote? If not, you’d better start strategizing…
Data the engine for innovation to improve business, serve customers, speaker suggests
August 30, 2017 by Angela StelmakowichOrganizations can be the driving force behind innovation that transforms their operations and helps them better serve customers, but those advances will increasingly rely on having a store of good data available, it was suggested Tuesday during the 5th Annual…
Augmented and virtual reality poised to impact insurance industry: Novarica
August 29, 2017 by Canadian UnderwriterAugmented and virtual reality each boast considerable potential for impact within the insurance industry, with implications spanning risk mitigation, improved efficiency and loss ratios and enhanced customer service, Novarica said in a new executive brief. While their effect will be…
Collaboration leads to milestone achievement to define data exchange standards between companies, brokers
August 23, 2017 by Canadian UnderwriterThe long-standing objective of standardized real-time data exchange between insurance brokers and companies has taken a big step forward with Tuesday’s announcement that initial testing of the process has been successfully completed. A team of players in Canada’s p&c insurance…
Digital and app users not waiting around, quick to bail on non-responsive service: Australia research
August 2, 2017 by Canadian UnderwriterA huge divide exists between consumer expectations of their digital service experience and what is being delivered, with three-quarters of recently polled consumers in Australia reporting they will stop trying a digital app or service within a minute if it…