Six Things: January 11, 2021

How Important Is the Human Touch Really? Plus, consumers wary of AI-driven insurance; commercial insurers shift tech priorities; 3 key themes for check-ins with clients and more.

Image
sixthings
 
 

How Important Is the Human Touch Really?

Paul Carroll, Editor-in-Chief of ITL

While ITL serves as a platform for the varied insights and opinions of others, they tend to coalesce around certain themes: on the need to innovate, on the importance of moving faster than the industry historically has, etc. It’s not often that I see articles with almost opposite points of view, let alone have them arrive on top of each other, but that’s what occurred with two of the six articles I highlight below.

One argues that the human touch is overrated these days, that what clients really want is much more ability to self-service. The other says, among many other things, that “two in three consumers are resistant to the idea of purchasing insurance or filing claims on a website or app without speaking to a human being.”

Who’s right, and who’s wrong? Well, I have my own opinion on that.

continue reading >

Podcast Alert

Join Denise Garth for an all new podcast featuring Vantage Risk's Gail McGiffin where they discuss what are the underlying drivers in commercial/specialty lines segment, how data is driving the volution of underwriting, and insights in how to change your mindset to achieve speed to market.

Register Now

 

SIX THINGS

 

Human Touch: How Crucial Is It Really?
by Jeff Kroeger

According to Gartner Predicts, today’s customers manage 85% of the relationship with an enterprise without interacting with a human.

Read More

Consumers Wary of AI-Driven Insurance
by Pat Howard

83% of consumers wouldn’t feel comfortable if their home, auto, or renters insurance claim was reviewed exclusively by artificial intelligence.

Read More

Ready...Set...Grow! 

Sponsored by Intellect SEEC

In this webinar, ITL Editor-in-Chief Paul Carroll sits down with Jim McKenney, chief strategy officer and products business head at Intellect SEEC, and Sandeep Tandon, CTO of Intellect SEEC.

Read More

 

What Is 988? Future of Crisis Services
by Sally Spencer-Thomas

There will soon be a three-digit hotline for mental health emergencies -- 988 -- that will greatly simplify and improve assistance.

Read More

Commercial Insurers Shift Tech Priorities
by Heather Turner

13 “transformational” technologies, working with foundational technologies, are moving the industry into the new digital-connected era.

Read More

3 Key Themes for Check-ins With Clients
by Peter McMurtrie

A national survey finds business owners want easy claims processes, need help with risk management and value guidance from agents.

Read More

How Fort Worth Drove Down WC Costs…
by Scott Roloff, Bill McCallum, Jody Moses and Mark Barta

... while improving care for employees. The secret? The city sent them to the best doctors.

Read More

The Virtual Insurance Agent

Sponsored by Creative Virtual 

With conversational AI, insurance companies can deliver easier and more convenient digital support to customers, improve agent experience and productivity, and reduce contact center traffic.

Read Now

 

MORE FROM ITL

 

December Focus: Smart Home

"Even before a commercial version of the internet browser was invented in the early 1990s, the rich, geeky types I dealt with in my travels at the Wall Street Journal were figuring out ways to wire their homes to ward off possible intruders."

Read More

Global Insurance Forum Experts Series  

Sponsored by International Insurance Society 

Over this six-part series, hear from industry leaders about building an innovation culture, leveraging data for success, and more.

Watch Now

 

Partner with ITL to create expert thought leadership content.

Custom Content
Promoted Content
Display Advertising
Custom Webinars
Monthly Topic Sponsorships
ITL Partner Packages and more


Learn more and get the 2022 Media Kit

 

GET INVOLVED

 

Write for Us

Our authors are what set Insurance Thought Leadership apart.
Get Started
 

SPREAD THE WORD

 
Share Share
Share Share
Tweet Tweet
Forward Forward
 
 
 

 


Insurance Thought Leadership

Insurance Thought Leadership

MORE FROM THIS AUTHOR

Read More