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Digital Presence May Improve Critical Customer Satisfaction for Insurers

With data from 15,000 customers and over 100 insurance executives, consulting firm Capgemini and Efma found that enhancing customer experiences directly impacted insurers’ profitability. “Given the increasing demand of internet and mobile channels in insurance, digital transformation is an effective approach to create positive experiences, secure customer loyalty, and ultimately improve insurers’ profitability,” the report states.

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While many insurers say they are working to improve the user experience, ratings have only increased by about 2% worldwide, with only 32% saying they had positive experiences with their provider.

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Further, nearly 70% of customers reported that they are considering switching carriers.

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Digital presence is increasingly important in making customers happy, according to the study. For example, while internet-mobile is the least likely channel to offer a good experience, it has the greatest impact when successful.

Overall, as Capgemini and the MIT Center for Digital Business found in 2012, firms with a strong digital presence and customer focus are 26% more profitable.

In addition to the new report, Capgemini released the following infographic with their findings:

World Insurance Report 2014 Infographic

The 10 Most and Least Expensive Health Insurance Markets in the U.S.

Health Insurance

Under Obamacare’s new insurance marketplaces, people in Minnesota, northwestern Pennsylvania, and Tucson, Ariz., are getting the best bargains for health care coverage. Premiums in these areas are half the price of policies in the most expensive regions, based on the lowest cost of a “silver” plan – the mid-range plan most consumers are choosing.

“The cheapest cost regions tend to have robust competition between hospitals and doctors, allowing insurers to wrangle lower rates,” according to a report from Kaiser Health News and NPR. “Many doctors work on salary in these regions rather than being paid by procedure, weakening the financial incentive to perform more procedures.”

The 10 regions with the lowest premiums are:

$154: Minneapolis-St. Paul – Anoka, Carver, Dakota, Hennepin, Ramsey, Scott, Sherburne and Washington counties.

$164: Pittsburgh and Northwestern Pennsylvania – Allegheny, Armstrong, Beaver, Butler, Crawford, Erie, Fayette, Greene, Indiana, Lawrence, McKean, Mercer, Warren, Washington and Westmoreland counties.

$166: Middle Minnesota – Benton, Stearns and Wright counties.

$167: Tucson, Ariz. – Pima County.

$171: Northwestern Minnesota – Clearwater, Kittson, Mahnomen, Marshall, Norman, Pennington, Polk and Red Lake counties.

$173: Salt Lake City – Davis and Salt Lake counties.

$176: Hawaii

$180: Knoxville, Tenn. – Anderson, Blount, Campbell, Claiborne, Cocke, Grainger, Hamblen, Jefferson, Knox, Loudon, Monroe, Morgan, Roane, Scott, Sevier & Union.

$180: Western and North Central Minnesota – Aitkin, Becker, Beltrami, Big Stone, Cass, Chippewa, Clay, Crow Wing, Douglas, Grant, Hubbard, Isanti, Kanabec, Kandiyohi, Lac qui Parle, Lyon, McLeod, Meeker, Mille Lacs, Morrison, Otter Tail, Pine, Pope, Renville, Roseau, Sibley, Stevens, Swift, Todd, Traverse, Wadena Wilkin and Yellow Medicine counties. In Chisago County, the lowest premium is $162.

$181: Chattanooga, Tenn. – Bledsoe, Bradley, Franklin, Grundy, Hamilton, Marion, McMinn, Meigs, Polk, Rhea and Sequatchie counties.

 

The 10 most expensive regions are:

$483: Colorado Mountain Resort Region – Eagle, Garfield and Pitkin counties, home of Aspen and Vail ski resorts. Summit County premiums are $462.

$461: Southwest Georgia – Baker, Calhoun, Clay, Crisp, Dougherty, Lee, Mitchell, Randolph, Schley, Sumter, Terrell and Worth counties.

$456: Rural Nevada – Esmeralda, Eureka, Humboldt, Lander, Lincoln, Elko, Mineral, Pershing, White Pine and Churchill counties.

$445: Far western Wisconsin – Pierce, Polk and St. Croix counties, across the border from St. Paul, Minn.

$423: Southern Georgia – A swath of counties adjacent to the even more expensive region. Ben Hill, Berrien, Brooks, Clinch, Colquitt, Cook, Decatur, Early, Echols, Grady, Irwin, Lanier, Lowndes, Miller, Seminole, Thomas, Tift and Turner counties.

$405: Most of Wyoming – All counties except Natrona and Laramie.

$399: Southeast Mississippi – George, Harrison, Jackson & Stone counties. In Hancock County, the lowest price plan is $447.

$395: Vermont*

$383: Fairfield, Conn. – The southwestern-most county, which includes many affluent commuter towns for New York City.

$381: Alaska.

*Unlike other states, Vermont does not let insurers charge more to older people and less to younger ones. Its ranking therefore will differ depending on the ages of the consumers.

Northridge Quake Remembered

Last week was the 20-year anniversary of the Northridge Earthquake. The 6.7-magnitude event that hit on Jan.

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17, 1994 at 4:30 a.m. stands as the second costliest disaster in U.S. history, following Hurricane Katrina. Northridge cost $42 billion in total damages, while Katrina cost $81 billion, according to federal figures.

The U.S. Geological Society (USGS) said that 60 people were killed, more than 7,000 injured, 20,000 were left homeless and more than 40,000 buildings were damaged in Los Angeles, Ventura, Orange and San Bernardino Counties.

The San Fernando Valley saw maximum intensities of magnitude-9 in the areas of Northridge and Sherman Oaks. Significant damage also occurred in Glendale, Santa Clarita, Santa Monica, Simi Valley, Fillmore and in western and central Los Angeles, the USGS said.

Seven freeway bridges collapsed, 212 others were damaged and 82,000 residential and commercial buildings were damaged or destroyed. About 200 steel-frame buildings suffering significant cracking, AP reported. Collapsed overpasses closed sections of the Santa Monica Freeway, the Antelope Valley Freeway, the Simi Valley Freeway and the Golden State Freeway.

The quake resulted in $12.5 billion in insurance payouts. If the event happened today, insured losses would be about $24 billion, AIR Worldwide said.

This was a significant event for me, as I was living in Los Angeles at the time. I had been living there for five years and this was my first, and hopefully last ever, earthquake experience. There had been many false alarms over the years that usually ended up being something like an extra heavy truck rumbling by. But when the real thing happened there was no question that it was, indeed, an earthquake.

Pretty much anything that could have been broken in my place was. Bookcases tumbled over sending contents everywhere. One of my sisters, who lived in Simi Valley, had every cabinet and drawer emptied by the shaking. Televisions, appliances and most furniture were ruined. Because there was no power for days and everyone in her neighborhood risked losing all their frozen food, she and her neighbors came together. They brought all of their grills and frozen food into the middle of the street where they proceeded to cook everything, supplying food for the neighborhood for days. This not only used up any food that would have otherwise spoiled, but it gave the kids a chance to run around and play with their friends and get their minds off of the terrible destruction surrounding them.

Because an earthquake is so sudden and severe, experiencing something like that is a shock to the system and takes a while to get over. Driving through L.A., I saw flattened homes, cars, apartment buildings, office buildings and parking structures.

One big success story and source of pride for Los Angeles was the Santa Monica Freeway, one of the world’s busiest, which had two areas collapse during the earthquake. It was a proud moment when freeway repairs were finished a full 74 days early. It’s a testament to what strong wills, traffic tie-ups and a large bonus will do.

The Los Angeles Times reported:

Spurred by the promise of an extra $200,000 a day for every day work was completed ahead of schedule, the contractor, C. C. Myers Inc., will finish the project 74 days before a June 24 deadline and rack up a $14.5-million bonus for the company.

The high-speed construction was made possible by crews working around the clock, seven days a week, and by state officials cutting through red tape.

“This freeway, with its broken bridges, broken connectors, became one of the most visible signs of the devastation brought upon Los Angeles by the Northridge earthquake,” Gov. Pete Wilson said during a news conference at the freeway.

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“Now its rebuilding and its reopening . . . will serve as one of the . . . symbols of the energy of this great community.”

In Sacramento, Caltrans Director James van Loben Sels estimated that without the accelerated effort the project would probably have taken two years to complete.

But the acceleration did not come without cost. With the bonuses given to C. C. Myers, the price tag on the project rose from the original bid of .

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9 million to nearly $30 million.

Winter Weather Third-Largest Cause of Cat Losses

Winter Snow Storm

Weather damage never goes out of season. According to a new report from the Insurance Information Institute (I.I.I.), winter storms are historically the third-largest cause of catastrophe losses, behind only hurricanes and tornadoes.

“Winter storms accounted for 7.

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1 percent of all insured catastrophe losses between 1993 and 2012, placing it third behind hurricanes and tropical storms (40 percent) and tornadoes (36 percent) as the costliest natural disasters,” said I.I.I. President Robert Hartwig.

Insured Catastrophe Losses

Between 1993 and 2012, winter storms resulted in about $27.8 billion in insured losses—or $1.4 billion per year, on average, according to Property Claims Service for Verisk Insurance Solutions.

A December ice storm in North Texas left at least $30 million in residential insured losses in its wake, the Insurance Council of Texas reported. This figure does not include estimated damage to vehicles or government property, nor does it take into account the significant municipal expense of safety or cleanup measures. Dallas County alone spent 0,000 to 0,000 just to battle slick roads, according to conservative estimates from County Judge Clay Jenkins.

He told Insurance Journal that, while sanding and salting roads constituted some of the county’s greatest efforts, the biggest cost came from closing offices, including the court system. Weather-related shutdown resulted in lost productivity of about .

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5 million, he said.

Nation-wide, December weather caused total economic and insured losses estimated in the hundreds of millions of dollars and claimed 29 lives, Aon Benfield reported.

But 2013 should have made some fair-weather friends in the insurance industry. Last year, according to Munich Re, direct overall losses caused by global disasters amounted to around $125 billion and insured losses of around $31 billion. While exceptionally costly, these were below the 10-year averages of $184 billion and $56 billion, respectively.