Retention Attention
December 1, 2014 Michael A. Costonis, Managing Director, Accenture Property and Casualty Insurance ServicesResearch from Accenture shows that claims experience is a key determinant in customer retention. That experience plays a powerful role in influencing customers’ decisions to switch providers, but other factors, such as customer service and technology, are also important and must be considered.
Going Mobile
November 30, 2014 Craig Harris, Freelance writerThe rapid take-up of mobile devices by newer generations of consumers may spell big changes for the claims management process. Mobile claims technology in the form of tablets and other tools have existed for some time for adjusters and insurance companies, but to date only a handful of insurers have experimented with mobile apps for customers. How will mobile technology evolve for insurance companies, clients and adjuster partners? Should insurer mobile apps be directed to customer, or adjuster, functionality? And how will the integration process work for all parts of the claims value chain?
Welcome Respite
September 1, 2014 Ted Gregory, Operations Manager, Property Claims Services, a unit of Verisk Analytics Inc.Canadian property & casualty insurers suffered $652 million in losses from catastrophes during the first eight months of 2014, while annual losses from 2009 through 2012 averaged $1.12 billion per year. A calm year provides an opportunity to prepare for an active one.
Property Loss Trends
July 31, 2014 Glenn Gibson, Chief Executive Officer, Crawford & Company ConsultingA review of recent legal cases shows some interesting developments involving property insurance claims.
Total-Loss Claims and Customer Satisfaction
July 31, 2014 Jeremy Bowler, Senior Director, Insurance Practice, J.D. Power.When it comes to auto physical damage losses, the two are not mutually exclusive.
Paperless Savings
June 1, 2014 Catherine Smola, President and Chief Executive Officer, Centre for Study of Insurance OperationsGoing paperless offers the promise of some significant efficiencies and costs savings. Combining different solutions, however, can provide brokers the biggest bang for the buck.
Marketplace
June 1, 2014 by Canadian UnderwriterCANADIAN MARKET Arthur J. Gallagher to acquire broker Noraxis Arthur J. Gallagher & Co. has signed a $422-million agreement to acquire Noraxis Capital Corporation – a subsidiary of Roins Financial Services Limited, which owns the RSA Canada group of companies…
The problem with property
May 31, 2014 Craig HarrisIn the wake of record catastrophic claims, insurers in key regions of Canada are changing their approach to personal and, to a lesser extent, commercial property insurance. Coverage terms are constricting, sub-limits are being introduced, deductibles are increasing and rates are rising, especially for water damage losses. It will take time before claims are filed on these revised policies and customers discover the true extent of coverage amendments. It’s a testy situation that could put independent adjusters on the spot.
Art of the Sale
May 1, 2014 Jeremy Bowler, Senior Director, Insurance Practice, J.D. PowerWhat is the missing element in Canada’s auto insurance industry? It could be that advertising holds the key in an expanding industry where insurers are increasingly having to fight to gain market share.
Smart Thinking
April 1, 2014 Ian Pattinson, Vice President, Rogers Smart Home MonitoringWhen it comes to a person’s home, reducing risk is a top priority. Home automation has become an extension of home security, offering a means to detect an unlocked door or view video feeds in rooms. But it can also be used to detect potentially damaging events, such as a leaking pipe, that might otherwise end up in a claim.
Message from the President
March 31, 2014 Marie Gallagher, President, Canadian Independent Adjusters' AssociationEarly in April, I had the privilege of attending two day-long educational events put on jointly by CIAA/CICMA in Edmonton and CIAA/IIBC and CIAA/CICMA in Vancouver. Both events were well run and the educational components extremely informative. I particularly found…
Tear Down This Wall
February 1, 2014 Jeff Roy, President and CEO, Excalibur Insurance and Group Member, Innovation Working Group, Organization of Real Time Brokers Implementing Technology (ORBiT)Imagine if Amazon’s online book-buying process worked the same way that insurance company portals work. Brokerages with as few as five markets are too busy doing training, managing passwords and keeping procedures current. Several improvements are required.