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Claims complaints give insurers one of the clearest views into how the claims experience is working for policyholders.

Most insurers can take a claim online. That does not mean they have fixed the claims experience. 

Claim status questions are one of the most common service interactions in insurance

Self-service FNOL has become a priority for insurers that want to improve policyholder experience and reduce pressure on claims and service teams.

A buyer-grade playbook for real containment, measurable deflection, and lower cost-to-serve with Xemplar Engage.

A buyer-grade playbook for real containment, measurable deflection, and lower cost-to-serve with Xemplar Engage.

That diagnosis is convenient, but it is usually wrong. Policyholders do not resist digital. They resist friction, dead ends, and experiences that do not work when it matters.

Insurers often focus on claims cost, indemnity, leakage, litigation, and reserves. However, the first notice of loss, a critical stage in the claims process, frequently receives insufficient attention.

Over the years, customer-facing portals and workflows have been built directly on top of core logic, creating tight dependencies between experience and execution.

For years, rate increases did the heavy lifting. When loss ratios tightened, or expense lines crept up, pricing adjustments helped restore balance. That option is no longer dependable.

In a market where switching costs are low and expectations are high; carriers and MGAs can no longer rely on transactional touchpoints to keep policyholders loyal.

For decades, insurance technology strategy was locked into a single, daunting goal: the core system transformation.

When I talk to insurance carriers, I often hear the following, “We have a mobile app and adoption is disappointing”, or “We already have a customer web portal, they don’t want a mobile app”.

Insurers are losing profitability to outdated, fragmented customer experiences. Modern self-service platforms cut costs by automating routine requests and simplifying claims. The result: higher retention, lower operating costs, and a connected, customer-first ecosystem.

Empower policyholders with flexible self-service portals that reduce costs, boost satisfaction, and modernize your insurance customer experience.

In the current pandemic, many organizations have struggled to carrying out work that requires their field staff to physically visit prospects, customers and/or work sites to conduct business.

The rise of digital technology has transformed the insurance industry in more ways than ever. New InsurTech based insurance carriers and MGAs (Digital Insurers) are emerging at a rapid pace …

Insurers are in a challenging market. Claims are increasing, premium growth is limited, and technology investments are needed to remain competitive, to name a few.

In today’s fast-paced world, mobile apps have become an essential tool for businesses to engage with their customers. The insurance industry is no exception.

Many insurers give their policyholders very simple mobile apps that only provide policy services like premium payments and ID card downloads. 

When I talk to insurance carriers, I often hear the following, “We have a mobile app and adoption is disappointing”, or “We already have a customer web portal, they don’t want a mobile app”.