Successful Claims Strategies Must Address New Customer Attitudes and Expectations

by Michael Costinis for May 2012 issue of Insurance & Technology Magazine. Michael Costonis is managing director of Accenture’s global claims practice. Winning and retaining policyholders often comes down to providing  a superior claims experience. But meeting consumers’ changing needs and expectations requires insurers to reinvent the claims operation. The claims function plays a key role … Continue reading

HIGH TECH, LOW TOUCH: WHAT’S HAPPENING TO CUSTOMER SERVICE IN THE DIGITAL AGE?

Ever since the song “It’s a Small World” made its first appearance at the 1964 World’s Fair, the title has become the theme for what appears to be a shrinking universe. Getting around the world in 80 days used to seem like a wonder; now you can do it in less than 80 hours . … Continue reading