The user experience is something every insurer must consider as the importance of a competitive edge continues to grow within an industry where customers have more options from which to choose.

When it comes to customer satisfaction, COVID-19 raised the stakes, with consumers quickly becoming accustomed to having retailers and other service providers respond to their needs as rapidly as ...

Only 11 percent of respondents significantly agreed that increased use of IT in customer service has improved the level of service from insurance companies in the past five years, according to data ...

Les Masterson is a deputy editor and insurance analyst at Forbes Advisor. He has been a journalist, reporter, editor and content creator for more than 25 years. He has covered insurance for a decade, ...