While insurers have rightly embraced eBusiness strategies and are extending their online experience to mobile platforms, consumers have specific concerns and demands within these contexts. Meeting them requires a focus on customer attraction and retention, plus the infrastructure to deliver services efficiently.

Latest Research

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Auto Insurance Wave™: US Mobile Sites, Q2 2018

    US Auto Insurers Undermine Their Websites' Rich Functionality With Cumbersome Navigation

    June 18, 2018 Ellen Carney, Gina Bhawalkar

    To win and retain customers, auto insurers offer mobile websites that let a vehicle owner research and buy their products, as well as get service from them in a moment of need. To gauge how helpful these sites are to customers, we evaluated those of six US private passenger auto (PPA) insurance mobile sites. This report lays out where these companies excel — and where they lag — and what digital business strategy and customer experience professionals can learn from them.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Case Study: Pinnacol Assurance Fights Disruption By Launching A Digital Venture

    How Pinnacol Launched Digital Subsidiary Cake In 12 Months

    June 12, 2018 Ellen Carney

    No insurance company is immune from the impact of digital transformation. Established insurers are dealing with an onslaught of forces that range from escalating customer expectations to the hundreds of monoline disruptors and big tech firms like Amazon and Google exerting growing influence as platforms. These forces spurred the Colorado workers' compensation insurer Pinnacol Assurance to launch a new digital subsidiary, Cake. This case study examines how the century-old insurer beat expectations and deadlines in its quest to outrun these emerging threats.

  • For Security & Risk Professionals

    REPORT: Your Guide To Cyberinsurance

    Examining The Market And Your Options For Covering Cyber Risk

    June 6, 2018 Heidi Shey, Nick Hayes

    Security pros now have access to a robust, necessary, but still nebulous cyberinsurance market. Before you select a policy, you'll have to determine your company's cybervalue at risk and what kind of coverage you'll need. At that point, you may choose from a variety of brokers, captives, carriers, and reinsurers. This report helps you sift through the noise to obtain the right cyberinsurance for your needs.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Take An Iterative Approach To Digital Insurance Strategy

    Strategic Plan: The Digital Insurance Strategy Playbook

    May 4, 2018 Zhi Ying Ng

    Digital business leaders must define and execute digital insurance strategy. To do that, they must craft an action plan that examines the impact of digital on their business and then develop the building blocks needed to support their organization's digital vision. This report outlines how digital insurance leaders should create an action plan that helps them successfully execute their company's business strategy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Life Insurance Wave™: US Sales Websites, Q2 2018

    US Life Insurers Disappoint With Weak Digital Guidance

    April 18, 2018 Ellen Carney, Jennifer Wise

    Digital touchpoints are supplementing and sometimes displacing traditional sales touchpoints like advisors as customers research and then buy life insurance. To see how helpful they are to customers, we evaluated the websites of seven US life insurance companies. This report lays out where these companies excel — and where they lag — as well as what digital business strategy and customer experience executives can learn from them.

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