Customer Service

What Every Carrier Expects from Software Providers

Terry Kraft
Terry Kraft
Account Management Executive
StoneRiver

On a list of Top 10 Expectations, we’d estimate that virtually every insurance carrier would include high quality. And any software provider that wants a strong financial future wants to deliver high-value, high-quality software. The reality is, however, that not all providers meet those expectations.

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The Hours Clause: 4 Steps Insurance Companies Should Take to Evaluate Exposure

Craig Robinson
Reinsurance Sales Engineer
StoneRiver

2012 was certainly a big year for catastrophes, suffering through hurricanes Sandy and Isaac, as well as several thunderstorms, fires, earthquakes, tropical storms, and droughts. These worldwide catastrophes caused lots of loss activity and economic destruction. Any time there is a long duration for any particular catastrophe, it is difficult to figure out what to report to reinsurers. In many reinsurance arrangements there is an hours clause that can have great bearing on the loss amount that can be invoiced to a reinsurer for recovery.

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Developing a Mobility Strategy

StoneRiver Product Marketing

You may not yet have had the opportunity to read our recent paper on mobility options, Current & Future Needs: Mobile Device Access for Core Systems. The paper outlines the technology that’s important to any carrier's analysis and decision on taking core insurance processing out to the field. Never have the options been so many. As a solution provider, we are constantly asked to describe and demonstrate our mobility offering within our P&C solutions. That is a conversation we like to have and can discuss at length. However, this is often a question that needs to be answered with another question: What is your mobility strategy?

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Essential but Tough: Building a Business Case for a Billing System

Terry Kraft
Terry Kraft
Account Management Executive
StoneRiver

If you haven’t already taken a few minutes to read Rodney Griffin’s thoughts on “Building a Business Case for a Billing System,” it’s easy to download a copy. All of Rod’s points are valid from what I’ve observed in the insurance industry.

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Improving Customer Service: What Not to Do

StoneRiver Product Marketing

Carriers are still looking for ways to improve customer service through a variety of channels like web portals and mobile apps. There was great interest during the dawn of the Internet to find ways to extend information securely to customers and allow self service. Banks immediately jumped at the opportunity and insurance carriers lagged behind for a variety of reasons including security, legal constraints, complexity of information, and platform limitations. Carriers today are taking the lead and allowing more and more access to information and the ability to enter information about their policy or claim. Our industry has made good progress to go beyond policy quoting. The goal in the end is to enhance customer experience by serving each customer in the manner in which they want to be served.

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Keeping Customer Contact Personal


Frank Heaps
Director, P&C Product Marketing
StoneRiver

The world of electronic media is expanding rapidly. New methods of communications are being delivered quickly on new devices. Some devices leverage existing technology like email, some provide a complementary communication method like smart phones and tablets, other are breaking new ground. The ironic point of this is that these tools provide more ways to provide personal contact and communications in a traditionally impersonal way--with no human contact.

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Using Customer Care During Natural Disasters to Retain Customers


Frank Heaps
Director, P&C Product Marketing
StoneRiver

Late summer was a rough time for the East Coast of the United States between the earthquake centered in Virginia and Hurricane Irene. Neither event was very severe, and most of the major damage was localized to a few areas. That is good since Irene was a large storm that lost energy, and no one expected the earthquake. Thousands are recovering from the hurricane, but the forecast was for millions to be impacted—at least 1 in 5 Americans. The earthquake was a surprise that was limited in damage.

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Expediting Claims During a CAT


Frank Heaps
Director, P&C Product Marketing
StoneRiver

The Midwest and South have been hit hard with storms the past few weeks. Rain has fallen on the Mississippi Valley day after day into an area that cannot handle it. Add to that the windstorms, tornadoes, and flooding that is coming and you have a region in peril. Now is the time for carriers to step up and take the lead. This is where our industry can change public perception and show value to their customers; it is time to expedite claims processing to get claims reported quickly.

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Billing: The Impact on Customers and Operations


Frank Heaps
Director, P&C Product Marketing
StoneRiver

Day in and day out aging billing systems still process tens of thousands of transactions throughout our industry. However, these hard-working systems cannot meet the needs of your executive team, nor can they help your company exceed customer expectations.

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Can Mobile Apps Make Insurance Fun?


Frank Heaps
Director, P&C Product Marketing
StoneRiver

Remember all of the hype about the Internet back in the 1990’s: insurance carriers were all going to be virtual, agents were a dying breed, no more branches, etc. That was a far reach but we suddenly had a new way to interact with customers to conduct business. Our industry just had to figure out how that would work.

When the Internet first became a reality, it was uncharted territory. Technology was being developed just to be able to use this new communications tool. Browsers were raw, connections were slow, connectivity was unreliable, etc. There were no standards or guidelines for user interaction.

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