03. Meeting the Customer on Their Terms

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Many insurers ventured into the app space, and not all have been successful. Space on phones and personal attention is limited, so insurers are learning to meet customers how and where they transact, rather than asking them to adapt.

 

01. Moving to Virtual Claims

About one in five insureds prefer to handle their claims virtually, with many already using that channel.
 

06. First Steps on the Path to Virtual Claims

Insurers have a natural starting point in the claims cycle -- allowing insureds to submit first notice of loss digitally. The next challenge for many is to extend that path throughout the entire cycle, to resolution and payment.
 

08. Building the Talent Pipeline

The next wave of insurance leaders will be comfortable with technology and data, but also more focused on preventing and alleviating losses through proactive applications of data and analytics.
 

05. Leveraging Virtual Communications

Beyond text, the preferred channel for insurers and insureds is video. Whether it's to examine a claim or personal communications, video helps meet the need for more complete information and more personal communications.
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