Articles, perspectives, and practical thinking from Xemplar

Self-service only works when the information, workflow, and escalation path stay accurate after launch.

Many policyholders manage insurance as an account relationship.

AI-generated evidence is changing how insurers think about digital claims intake.

MGAs need modern digital service, but they often do not have carrier-size IT teams or fully unified back-end systems.

Digital self-service should make insurance easier, not make customers fight harder to reach a person.

Billing, payments, policy documents, and ID cards are everyday insurance service moments.

Billing, payments, policy documents, and ID cards are everyday insurance service moments.

Claims complaints give insurers one of the clearest views into how the claims experience is working for policyholders.

Digital access is now part of the insurance service journey.

Most insurers can take a claim online. That does not mean they have fixed the claims experience. 

Claim status questions are one of the most common service interactions in insurance

Self-service FNOL has become a priority for insurers that want to improve policyholder experience and reduce pressure on claims and service teams.

Insurance companies in the United States are facing a clear shift in customer expectations.

A buyer-grade playbook for real containment, measurable deflection, and lower cost-to-serve with Xemplar Engage.

That diagnosis is convenient, but it is usually wrong. Policyholders do not resist digital. They resist friction, dead ends, and experiences that do not work when it matters.

Insurers often focus on claims cost, indemnity, leakage, litigation, and reserves. However, the first notice of loss, a critical stage in the claims process, frequently receives insufficient attention.

Over the years, customer-facing portals and workflows have been built directly on top of core logic, creating tight dependencies between experience and execution.

For years, rate increases did the heavy lifting. When loss ratios tightened, or expense lines crept up, pricing adjustments helped restore balance. That option is no longer dependable.

When was the last time you thought getting behind the wheel was a walk in the park! Nowadays it is definitely not, given the ever-increasing traffic…

Many insurers believe that smartphone telematics is relevant only when driving metrics can be used as rating factors in UBI products.

Fear and money are significant motivators to influence behavioral change and works better than simply advise and education.

P&C insurers are required to notify policyholders when their policies are cancelled for any reason. If they do not

Insurers are in a challenging market. Claims are increasing, premium growth is limited, and technology investments are needed to remain competitive, to name a few.

Many insurers give their policyholders very simple mobile apps that only provide policy services like premium payments and ID card downloads.

Usage Based Insurance (UBI) continues to gain momentum in Personal Auto, with many leading insurers offering straightforward safe…

When I talk to insurance carriers, I often hear the following, “We have a mobile app and adoption is disappointing”, or “We already have a customer web portal…

For traditional insurers, once a policy is bound it is ‘wait and see’ if there is a claim. There is little to no connection or collaboration with policyholders…

About a decade ago, a handful of traditional insurance companies began to innovate and offer usage-based insurance (UBI) programs in the U.S.

In the current pandemic, many organizations have struggled to carrying out work that requires their field staff to physically visit prospects…

Digital transformation is revolutionizing the insurance industry, which is quickly catching up with the financial services and banking industry…

Connected vehicle telematics is disrupting how auto insurance is sold and what policyholders expect in terms of a personalized auto insurance experience.

It has been fascinating to watch the development of telematics for driver safety over the past 15 years.