All the headlines from our Customer Experience Topic Page, ordered by recency.
Dec 9 2025 // Receiving adequate digital updates is one of the top drivers of customer satisfaction with the digital insurance claims process, but insurers deliver on this key performance indicator just 22% of the time.Customer...
Sep 24 2025 // In today’s competitive P&C insurance market, customer experience (CX) has become a key differentiator. Policyholders expect fast, accurate, and personalized service-and agencies that fail to deliver risk losing...
Jun 13 2025 // “It’s Now a Buyer’s Market for Auto Insurance, J.D. Power Finds.”That headline on top of an announcement about the release of the J.D. Power 2025 U.S. Auto Insurance Study this week summed up a key...
Apr 7 2025 // Higher premiums and longer wait times make property owners less satisfied with their insurers.These not-very-surprising results from J.D. Power’s 2025 U.S. Property Claims Satisfaction Study align with today’s...
Mar 20 2025 // Higher premiums and longer wait times make property owners less satisfied with their insurers.These not-very-surprising results from J.D. Power’s 2025 U.S. Property Claims Satisfaction Study align with today’s...
Mar 12 2025 // Austin TX, March 11, 2025 –Every year, the Risk & Insurance Education Alliance invites the best and brightest in customer service to compete to be named the Outstanding CSR of the Year ®—a prestigious honor...
Oct 7 2024 // In today’s competitive insurance environment, successful independent agencies have focused on building their agency’s brand. To that end, agents must focus on working with insurance companies whose service...
Jul 26 2024 // This post is part of a series sponsored by Dyad. In today’s rapidly evolving digital landscape, customer experience is paramount across all industries, including insurance. While traditionally viewed as a...
Jun 12 2024 // Rate increases do not necessarily erode customer satisfaction with auto insurers, according to the J.D. Power 2024 U.S. Auto Insurance Study.The consumer intelligence company reported that when customers have a high level...
May 3 2024 // Increased premiums combined with lackluster customer satisfaction scores are driving record numbers of auto insurance customers into the market for a new policy, according to the J.D. Power 2024 U.S. Insurance Shopping...
Apr 5 2024 // This post is part of a series sponsored by Dyad.In an era where technology is rapidly transforming every aspect of our lives, industries across the board are embracing digital innovations to enhance customer experience....
Apr 1 2024 // Did your homeowners insurance premium go up this year? Mine did. Of course I live just outside of Austin, Texas, where wildfire risk has risen significantly as the state battles ongoing severe drought.Even with a nearly...
Mar 20 2024 // With 28 catastrophic weather events in 2023 causing nearly $93 billion in damage, customer service satisfaction plunged to a seven year low, according to the latest J.D. Power 2024 U.S. Property Claims Satisfaction Study...
Jan 29 2024 // SAN DIEGO, CA., January 29, 2024 – December saw the launch of Customer Service & Experience West focused on taking a collective leap forward in strategy, technology, and customer-centricity, Reuters Events today...
Jul 3 2023 // Auto insurance rates are rising and that is leading consumers to look at usage-based insurance (UBI) options to help defray some costs.About one third of auto insurance customers in the U.S. reported a rate increase in the...
Jun 14 2023 // This post is part of a series sponsored by CoreLogic.With the Atlantic Hurricane season starting on June 1 – and lasting through November – it is essential to start preparing for tropical storms and hurricanes. And...
Jun 14 2023 // About one third of auto insurance customers in the U.S. reported a rate increase in the past year, leading to a growing number moving to usage-based insurance (UBI).This has led to the largest decline in customer...
Feb 8 2023 // This post is part of a series sponsored by AgentSync.Customer service representatives working in the insurance industry provide a valuable connection between policyholders and insurance providers. Great customer service is...
Dec 21 2022 // Customer satisfaction with insurers’ digital claims systems declined for the second consecutive year, according to a J.D. Power survey of auto and home policyholders.Mark Garrett, director of P/C insurance...
Jun 6 2022 // J.D. Power found in a recent survey that auto insurance customer satisfaction with price has plummeted, driving a surge in policy shopping activity while dragging on the purchase experience index.“A perfect storm of...