Ellen Carney

In Forrester Research's 27-criterion evaluation of property and casualty (P&C) claims management system (CMS) providers, we identified the 14 most significant ones — Duck Creek Technologies, DXC Technology, eBaoTech, EIS Software, Guidewire Software, Insurity, Majesco, Origami Risk, RGI, Riskonnect, Salesforce, Sapiens International, Snapsheet, and Tata Consultancy Services — and researched, analyzed, and scored them. This report shows how each provider measures up and helps insurance technology architecture and delivery professionals select the right one for their needs.

The first half of 2021 has been anything but quiet for cyber insurance. Forrester has seen a steady flow of client inquiries on the topic, with questions coming in not just from the private sector but also from the public sector. Some are trying to navigate acquiring a cyber insurance policy for the first time, […]

Business leaders at insurance firms with influence on marketing and CX budgets review their spending in the wake of the COVID-19 pandemic. Read our advice on how.

Today, Forrester published its first-ever evaluation of the technology that gets consumers back to normal after an insurance claim. The combination of COVID and catastrophes has hit property and casualty (P&C) insurers especially hard, driving more and more complex consumer and commercial claims. The efficiency of the process and the experience delivered to both the […]

Many financial services firms are missing out on a big opportunity to win, serve, and retain customers: the beneficiary experience.

Nearly three dozen insurance decision makers and solutions partners told us how they plan to prioritize their tech investments next year.

Principal Analyst Ellen Carney highlights three key points insurers should consider when evaluating automated underwriting solutions providers. Read the blog and then check out the latest Wave report.

Shifts in the labor market, changing technology, and other forces have led small companies to rethink their insurance priorities. Providers will need to adapt.

Insurers are transforming their organizations with digital technologies. Drivers ranging from startup incubators and changing customer behavior to new risks and a potential recession are all influencing the tech investments from both carriers and agent/brokers. So just how likely is it that some of these big-buzz technologies will produce business value in 2020? Forrester is […]

Read a preview of our “The Top Insurance Tech Trends To Watch In 2019” report.

What are insurance technology decision makers’ priorities for 2019? Read three key ways they’re investing to respond to threats like climate change, tech disruptors, and a history of lackluster CX performance.

How will the “whats” of insurance — underwriting, claims, and compliance — translate into new “hows” in 2019? Watch the video below for more information on what’s driving changes in insurance business strategy and the tech that enables it. Do you need more help? Forrester clients can set up an inquiry with us.

Seven auto and home insurers saw a statistically significant change to their Customer Experience Index (CX Index™) scores in 2018. As a result, the average score for the industry has moved up one point since 2017. Insurers should not get too excited, though. Despite this small lift, most policyholders in the US saw little or no […]

It’s good times for Canadian and US life insurance companies.  Job and some slight wage growth has spurred an increase in life insurance sales, both through the employer as well as individual life insurance sales.  At the same time,  90+ million Millennials are moving into the life stages of home ownership, parenthood, and marriage that […]

Canadian and US insurers have a lot on their plates this year.  They’re not just grappling with extreme weather, substantial underwriting losses from all those motor vehicle claims, but also rising customer expectations and an onslaught of fintech disruptors.  These disruptors are spurring lots of activity in insurance digital labs, insurance venture capital arms, and […]

The results are in!  Along with my fellow researchers August Du Pont, Mike Chirokas, I  just completed our yearly review of the mobile features offered by leading US auto insurers.[i]   In our fourth year of assessing these essential portable features, these 13 auto insurers achieved an impressive average score of 75 out of 100, seven […]

The bedrock of the insurance industry is quaking. For decades, large North American insurers got bigger by dominating distribution and methodically mastering information technology.  But the confluence of changing customer demands, hundreds of insuretech startups and non-traditional competitors sniffing around the business of insurance is messing up the long-standing insurance equilibrium.  Insurance carriers–and their agents […]

Are you feeling wistful about what online insurance experiences used to be?  Can’t remember how to get back to the Wayback Machine?  You can indulge that nostalgia by simply shopping online for life insurance.  Beginning in Q3, we looked at 13 websites—ten carriers, two online agencies, and one aggregator—in the US and Canada to get […]