AI Is Here To Stay, But Will It Kill Customer Service?

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Integrating Artificial Intelligence (AI) into various sectors has been a revolutionary step towards automation and efficiency. The insurance industry, known for its reliance on personal relationships and human judgment, is no exception. As AI continues to evolve, there’s growing concern about its potential to disrupt traditional customer service roles, particularly those of insurance agents. This blog explores how AI may transform or even potentially “destroy” the role of insurance agents in customer services, while also considering the broader implications for the industry.

  1. Automation of Routine Tasks

AI and machine learning algorithms are increasingly capable of handling routine tasks such as answering basic customer queries, processing claims, and even underwriting policies. Chatbots and virtual assistants can provide 24/7 service, answering FAQs and guiding customers through the insurance process without human intervention. While this improves efficiency and reduces costs, it also diminishes the need for human agents for these tasks, potentially leading to job displacement.

  1. Personalized Customer Experiences

AI can analyze vast amounts of data to offer personalized insurance products and services. By understanding a customer’s unique needs and risk profile, AI systems can tailor recommendations much more accurately than a human agent might. While this bespoke service is advantageous for the customer, it challenges the traditional role of insurance agents as the primary source of personalized advice.

  1. Enhanced Risk Assessment and Pricing

AI’s ability to process and analyze large datasets enables more accurate risk assessment and pricing of insurance policies by insurers. This precision in understanding risk profiles and predicting outcomes can streamline the underwriting process, reducing the reliance on agents to assess and negotiate terms. As AI systems become more sophisticated, the nuanced judgment of experienced agents may become less critical, potentially undermining their role in the industry. However, this can reduce a personal human judgment on underwriting and eventually increase prices.

  1. The Diminishing Human Touch

One of the most significant impacts of AI on insurance agents’ customer service roles is the potential loss of the human touch. Insurance is a business built on trust and relationships, especially when it comes to claims, which often occur during stressful times for the customer. While AI can offer efficiency and personalization, it lacks the empathy and understanding a human agent can provide. This shift could lead to a more transactional relationship between insurers and their customers, potentially eroding customer loyalty and satisfaction. This would be a disaster.

 

The impact of AI on insurance agents’ roles in customer service is multifaceted. While there are real concerns about job displacement and the loss of the human element in customer relationships, there’s also the potential for significant industry evolution. By automating routine tasks and leveraging data for personalization and efficiency, AI can free up human agents to focus on providing more value-added services. This transformation, however, requires a strategic approach to reskilling and redefining the role of the insurance agent in the age of AI. As the industry navigates these changes, the balance between technology and human touch will be crucial in maintaining trust and satisfaction among customers.

Should Insurance Technology Always Be Trusted To Predict Accurate Or Fair Results?

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Insurance companies have relied on data to set their rates for years, but with the advent of advanced technology, insurers can now gather and analyze more data than ever before.  While the use of technology to set rates has its benefits, there are also several problems associated with this practice.

We will show you how an experienced agent can help you understand this technology and why it is important.  Many people are trying to push insurance into a commodity driven by technology and quick, cheap pricing.  We will continue to advocate the importance of personal relationships and how through these relationships, clients get the best combination of coverage price and service.  It is important to understand that insurance is not a product but a service.

Lack of Transparency

One of the biggest problems with insurers using technology to set rates is the need for more transparency in the process.  Insurance companies use complex algorithms to analyze vast amounts of data, and these algorithms are often proprietary and not subject to public scrutiny.  This lack of transparency can make it difficult for consumers to understand why they are being charged a certain rate or to challenge the accuracy of the data being used to set their rates.  Agents find it difficult to get answers to questions involving how this complex system process the data to get the final rate, therefor are not capable of explaining or encouraging modifications to behavior that are negatively affecting their insurance outcomes (cost or coverage).

Lack of Personalization

While technology can help insurers gather more data, it can also result in a lack of personalization in the insurance process.  Insurers may rely too heavily on data to set rates and overlook important factors that can affect an individual’s risk profile.  For example, a person with a safe driving record may be charged the same rate as someone with a poor driving record simply because they fall into the same demographic group.

Data Privacy Concerns And Unintended Consequences

The use of technology to gather data for insurance purposes raises serious privacy concerns.  Insurers are able to collect a vast amount of data on individuals, including information about their driving habits, health status, and online activity.  This data can be used to set rates, but it can also be used for other purposes, such as marketing or even denying coverage.  Additionally, insurers can gather more data on individuals.  In that case, it may lead to a situation where people considered high-risk cannot obtain insurance at all.

Benefits Of Having An Agent

Agents can help you design an insurance program that includes deductibles, limits, and coverage that represents the risks you have.  If you understand what you are buying, then you have a better basis for determining the best pricing options.  Factor in now how their data is being used to align with cost & coverage models, carrier appetite for their specific risk issues, finding the soft dollars that benefit the client amidst the complete underwriting and rating systems used by carriers, and still being able to speak to a live person at the end of all this to influence the final decision regarding a particular risk and you have a very important advantage on your side.

Is Automated Claims Process Really Better?

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Navigating the Pitfalls: Concerns with Automated Claims Services from Insurers

In recent years, the insurance industry has witnessed a significant transformation driven by technology. One of the most notable advancements is the integration of automated claims services, promising efficiency, speed, and cost savings for both insurers and policyholders. While these automated processes undoubtedly have their merits, they also come with a set of concerns that need careful consideration. In this blog, we’ll delve into the potential drawbacks and concerns associated with automated claims services provided by insurers.

Lack of Personalization

One of the primary concerns with automated claims services is the potential loss of personalized attention. Traditional claims processing often involves direct communication between the policyholder and a claims representative. This allows for tailored assistance, empathy, and understanding of unique circumstances. In contrast, automated systems may struggle to understand the nuanced details of a claim, leading to impersonal interactions that leave policyholders feeling frustrated and unheard.

Complexity of Claims

Insurance claims can be intricate, involving various factors, circumstances, and documents. Automated systems might excel at handling straightforward claims but could falter when dealing with more complex cases. Complex claims often require human judgment, expertise, and the ability to adapt to unique situations, something that automated systems may struggle to achieve effectively.

Inadequate Problem Solving

Not all claims fit neatly into predefined categories. Some claims may fall into gray areas or require a creative approach to resolve. Automated systems typically follow predefined algorithms, leaving little room for creative problem-solving. This rigidity can result in denials or delayed resolutions for claims that don’t conform to the system’s predefined criteria.

 

 

 

Data Privacy and Security

Automated claims services heavily rely on the collection and processing of sensitive personal and financial information. This dependence raises concerns about data privacy and security. With cyber threats on the rise, insurers must ensure robust cybersecurity measures are in place to protect customer data from breaches and unauthorized access.

Customer Disempowerment

While automated claims processing aims to expedite the process, it might inadvertently disempower policyholders. With limited human interaction, policyholders might feel alienated from the claims process, leading to a lack of transparency and understanding. This disconnection can erode trust in insurers and the entire claims process.

Bias and Fairness

Automated systems are only as impartial as the data they are trained on. If the training data contains biases, the automated system could perpetuate and even amplify those biases. This raises concerns about fairness and equity, especially in claims decisions that affect policyholders’ lives and financial well-being.

Lack of Human Judgment

The role of human judgment in claims processing cannot be overstated. While automation can streamline many aspects, the final decisions often require a nuanced understanding of context, intent, and extenuating circumstances. Completely replacing human judgment with automation can lead to decisions that lack empathy and fail to account for exceptions.

Having an experienced agent can help you understand your coverage and how it applies to your loss. Your agent can also be a strong advocate for you during the claims process.

Automated claims services undoubtedly offer a range of benefits, including efficiency and reduced operational costs. However, the concerns outlined above shed light on the potential pitfalls of over-relying on automation in the insurance claims process. Striking a balance between automation and human involvement is crucial to ensure policyholders receive the best possible service during what can be a stressful and challenging time. As the industry continues to evolve, insurers must carefully address these concerns to provide a claims experience that is both efficient and empathetic.

Cyber Insurance Vs. Crime Insurance, What Are The Differences?

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Crime insurance and cyber insurance are two types of insurance policies that provide coverage for different risks, but there can be some areas of overlap between them. Here’s a breakdown of what each type of insurance covers and where they may overlap:

Crime Insurance

Crime insurance, also known as fidelity insurance or employee dishonesty insurance, is designed to protect businesses against financial losses resulting from criminal acts committed by employees or third parties. It typically covers the following:

  • Employee dishonesty: Losses due to theft, embezzlement, or fraudulent activities by employees.
  • Forgery or alteration: Losses resulting from forged or altered financial instruments.
  • Computer fraud: Losses caused by fraudulent computer-related activities, such as hacking or funds transfer fraud.
  • Funds transfer fraud: Losses arising from unauthorized electronic funds transfers.
  • Counterfeit money: Losses due to the acceptance of counterfeit currency.

Cyber Insurance

Cyber insurance, also referred to as cybersecurity insurance or data breach insurance, is designed to protect businesses against losses resulting from cyber threats and data breaches. It typically covers the following:

  • Data breaches: Costs associated with data breaches, including forensic investigations, customer notification, credit monitoring, and potential legal liabilities.
  • Cyber extortion: Coverage for expenses related to ransomware attacks or other forms of cyber extortion.
  • Business interruption: Losses resulting from system disruptions or downtime caused by cyber incidents.
  • Privacy liability: Legal costs and damages resulting from violations of privacy regulations or laws.
  • Network security liability: Coverage for legal costs and damages arising from third-party claims related to network security failures.

Overlap and Differences

While there can be some overlap between crime insurance and cyber insurance, they primarily cover different types of risks. Crime insurance focuses on financial losses resulting from criminal acts, both by employees and external parties. It includes coverage for employee dishonesty, fraud, forgery, and other forms of traditional criminal activities.

On the other hand, cyber insurance specifically addresses risks related to cyber threats, data breaches, and other cyber incidents. It covers costs associated with data breaches, cyber extortion, business interruption, and liabilities arising from privacy or network security failures.

However, there can be scenarios where the two types of insurance overlap. For example, if a cyber incident involves employee fraud or embezzlement, both crime insurance and cyber insurance may come into play to cover different aspects of the loss. In such cases, it’s essential for businesses to carefully review their insurance policies and consult with their insurance providers to understand the extent of coverage and any potential gaps.

Business Need Both Kinds of Coverage

These two types of risks are the largest overlap between the two types of insurance policy because both risks involve criminal activity and direct losses but also occur in cyberspace and incur indirect losses.

Outside of instances where the policies overlap, the clearest way to delineate what event will trigger which type of coverage is to define if the loss was direct or indirect, tangible or intangible. But even that isn’t 100% accurate.

That’s why having both types of coverage is essential. With both policies, an organization has the broadest protection possible. In some instances, double coverage will provide additional protection for those instances of overlap, like with social engineering and FTF.

It’s worth noting that the specific coverage and terms of insurance policies can vary widely depending on the insurance provider and the policy itself. Therefore, it’s crucial to review the policy documents and consult with an insurance professional to understand the precise coverage offered by each type of insurance and any potential areas of overlap.

Should Insurance Technology Always Be Trusted To Predict Accurate or Fair Results?

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Insurance companies have relied on data to set their rates for years, but with the advent of advanced technology, insurers can now gather and analyze more data than ever before.  While the use of technology to set rates has its benefits, there are also several problems associated with this practice.

We will show you how an experienced agent can help you understand this technology and why it is important.  Many people are trying to push insurance into a commodity driven by technology and quick, cheap pricing.  We will continue to advocate the importance of personal relationships and how through these relationships, clients get the best combination of coverage price and service.  It is important to understand that insurance is not a product but a service.

Lack of Transparency

One of the biggest problems with insurers using technology to set rates is the need for more transparency in the process.  Insurance companies use complex algorithms to analyze vast amounts of data, and these algorithms are often proprietary and not subject to public scrutiny.  This lack of transparency can make it difficult for consumers to understand why they are being charged a certain rate or to challenge the accuracy of the data being used to set their rates.  Agents find it difficult to get answers to questions involving how this complex system process the data to get the final rate, therefor are not capable of explaining or encouraging modifications to behavior that are negatively affecting their insurance outcomes (cost or coverage).

Benefits Of Having An Agent

Agents can help you design an insurance program that includes deductibles, limits, and coverage that represents the risks you have.  If you understand what you are buying, then you have a better basis for determining the best pricing options.  Factor in now how their data is being used to align with cost & coverage models, carrier appetite for their specific risk issues, finding the soft dollars that benefit the client amidst the complete underwriting and rating systems used by carriers, and still being able to speak to a live person at the end of all this to influence the final decision regarding a particular risk and you have a very important advantage on your side.

Lack of Personalization

While technology can help insurers gather more data, it can also result in a lack of personalization in the insurance process.  Insurers may rely too heavily on data to set rates and overlook important factors that can affect an individual’s risk profile.  For example, a person with a safe driving record may be charged the same rate as someone with a poor driving record simply because they fall into the same demographic group.

Benefits Of Having An Agent

Your agent can ask you questions about your circumstances and work with you to determine what company and coverage is best for you.  With an agent, you have a friendly face to connect with when you have a question or need help with a claim.

Data Privacy Concerns And Unintended Consequences

The use of technology to gather data for insurance purposes raises serious privacy concerns.  Insurers are able to collect a vast amount of data on individuals, including information about their driving habits, health status, and online activity.  This data can be used to set rates, but it can also be used for other purposes, such as marketing or even denying coverage.  Additionally, insurers can gather more data on individuals.  In that case, it may lead to a situation where people considered high-risk cannot obtain insurance at all.

Benefits Of Having An Agent

An experienced agent will know what information is needed to get the best results and what is not necessary.  This will protect your privacy and give you the confidence to obtain the best coverage for your circumstances.

While technology can help insurers gather more data and set rates more accurately, there are several concerns associated with this practice.  Remember, an agent is on your side, your partner.  He or she will educate you and how to design insurance and risk solutions that fit your needs and limit the influence of certain technologies in your insurance program.

The modern independent agent serves two masters – the carriers they represent via a formal agency agreement and their clients, whom they owe a considerable duty of care in handling the information they are given and the benefit of the services we render.  We can’t just say we work for the clients; however, having this dual role gives us a unique difference between an independent agent and the direct writers who have no capacity to insert themselves into the claim conversations on behalf of their customers or use alternative markets that better match their needs.

How To Develop Good Cyber Habits

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It is important to develop good cyber security h3abits In 2022, as more than 10 million Americans were the victims of identity theft 2022. With as much as $700 billion lost annually due to cybercrime, protecting your personal information and assets is more important than ever.

Here are some good cyber security habits.

  • Review your family’s social media usage frequently to ensure that they are not oversharing online.
  • Utilize robust, intricate passwords to prevent criminals from guessing your credentials.
  • Never use the same password for multiple accounts.
  • When available, enable two-factor authentication on sensitive accounts.
  • Encourage your family to search their inboxes for Brand Indicators for Message Identification (BIMI) as a sign of safer messages.
  • Do not click on links or download attachments in unsolicited emails.
  • Enable continuous and automatic backups of photos, documents, and other important data.
  • Update all of your devices, including the Internet of Things (IoT) and smart devices, to the most current operating system.
  • Install an antivirus and anti-malware program.
  • Consider activating family Wi-Fi settings to safeguard vulnerable family members.
  • Create a household where discussing suspicious behavior is rewarded and encouraged.

Protecting your assets and personal information is a top priority, but you also play an important role. Following the aforementioned cybersecurity best practices can help you avoid becoming a victim of cybercrime.

While the massive national agencies spend millions on television ads and offer barebones policies, they do not know you. When your needs change or your situation complicates, you don’t want an automated phone tree or cold cyber-agent. You want to talk to compassionate, honest insurance experts, close to home, right here in Beavercreek, OH – that’s our team. You shouldn’t have to spend hours researching and comparing policies. Let the specialists at Reichley guide you through the complex insurance industry.

Call today to alleviate the worry and get covered – (937) 429-0655.

 

insurance

What Kind of Businesses Need Professional Liability Insurance?

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If you’re a business owner, you spend most of your time thinking about how to grow your business. But it’s easy to remember one of the fundamental building blocks: professional liability insurance. What is it? Why do you need it? And what does it cover?

Why Does Your Business Professional Liability Insurance?

  • You may be sued.
  • You may be held responsible for your actions or the actions of someone who works for you.
  • If you give advice to customers, you might be sued.
  • You may be held responsible for the actions of other people on your property or in your building/office space.

What Does Professional Liability Insurance Cover?

Professional Liability Insurance can help protect you against claims of negligence. It covers legal costs in the event that a lawsuit is brought against you and can even cover damages or injury to third parties. It also helps pay for legal fees, and it will pay for your defense if you are found not guilty of any charges. Professional liability insurance can cover the costs of lawsuits over:

  • Work errors or oversights
  • Undelivered services
  • Missed deadlines
  • Budget overruns
  • Incomplete work
  • Breach of contract
  • Accusations of negligence

Who Needs Professional Liability Insurance?

Professional Liability Insurance protects professionals from claims and lawsuits. If your advice or work injures someone, or if they believe their property has been damaged by something you did, a claim can be made against you. Professional liability insurance helps protect you from these claims and ensures that your business stays protected. Firms like these should have professional liability insurance.

  • Accountants
  • Lawyers
  • Contractors
  • Consulting agencies
  • Real estate firms
  • Architects, designers, and engineers
  • Real estate brokers
  • Financial consultants
  • Accountants and bookkeepers
  • IT professionals and programmers
  • Marketing and advertising professionals

Conclusion

When you’re starting a business or running a current business it can be tempting to focus on marketing and sales. However, there are many other aspects of the business that you should be equally concerned about. Professional liability insurance is one of those aspects that need careful consideration because it will protect your business against lawsuits and claims of negligence.

While the massive national agencies spend millions on television ads and offer barebones policies, they do not know you. When your needs change or your situation complicates, you don’t want an automated phone tree or cold cyber-agent. You want to talk to compassionate, honest insurance experts, close to home, right here in Beavercreek, OH – that’s our team. You shouldn’t have to spend hours researching and comparing policies. Let the specialists at Reichley guide you through the complex insurance industry.

Call today to alleviate the worry and get covered – (937) 429-0655.

risk

Are You Looking In The Right Places For Your Insurance?

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A More Effective Way To Think About Insurance

Everyone is looking for a good deal on their personal insurance. Many people define a good deal as getting the lowest price, much like buying gas or other products of a similar kind.  However, there is a different way to define the best deal in insurance terms, and we think of it as the best value.  Let me describe what I mean.

You Are Hiring An Agent Not Buying A Policy

Rather than shopping for low-cost insurance, why not shop for an agent who can help you find the best value for you? Independent agents represent many different insurers. You want an agent who represents many insurers, especially an insurer who have experience with what you need. Allow the agent to market your risk with many different insurers; this is an excellent way to bring value to the process. You want a relationship, not a policy.

Insurance policies are not all created equal. Insurance is not like a commodity; insurance companies offer many different kinds of policies; these offer coverage you may need or may not need. Why pay for insurance you don’t need? Or worse, you paid for coverage you thought you had but didn’t.

This is not about selling you more insurance, but providing the right insurance. We may even tell our clients not to buy insurance.

Ask your agent about their experience and qualifications. Are they investing in extra training and or do they have accreditations?

A good agent will:

  • Ask questions
  • Educate you
  • Bring their knowledge and skills into the relationship
  • The will act an advisor not a sale person
  • Become a trusted partner

Agents Help Fill The Gap

Many insurance policies are filled with coverage gaps. These are areas where you need certain coverage, but the policy may not provide it. A coverage gap may also be having policy limits or deductibles not designed for your needs. An agent acting as your advisor can help you identify these gaps and offer solutions.

We often use the phrase “you often don’t know what you don’t know.” Our job as your trusted partner is to listen to you, educate you then partner with you in developing the right insurance solutions.

Here Is How You Benefit

  • The complex becomes clear. When you have a relationship with the agent who is serving you, they will make the complex world of insurance understandable and how best to manage it.
  • Is Insurance the only option? Clients may not always understand that there may be other ways to handle risk.  A trusted advisor is in the education business – not the selling business.
  • Value-added benefits. With a trusted advisor, you the buyer will have all the resources and knowledge of the agent and his/her team.
  • You have access to other experts. Wouldn’t it be great if your agent brought to your team attorneys, accountants, claims experts, loss control professionals and more?  Well, a trusted advisor will do just that.

Give me a call and let talk about how we are different and can help you understand your insurance purchase with clarity. I want to earn your trust.

 

Merry Christmas and Happy holiday

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partners in risk

Are You Ready To Renew Your Business Insurance?

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Business Insurance Renewal

Your business insurance is an important part of your risk management program. It is important to have the right insurance coverage, competitive pricing and the right insurer. We have found at least five factors that are important to manage when renewing your business insurance program.

Business Insurance

A business insurance program can include commercial property, auto, commercial liability, employment liability, workers’ compensation, professional liability and excess liability.

Insurance Renewal Tips

  • Provide complete information about your operation. Paint a picture that describes what you do and how well you do it. You have to sell the underwriter on what is different about your operation and how the insurance company needs to insure your risk, because you are above average.
  • Use an independent agent. We are best equipped to provide you with the best combination of coverage, price and service.
  • Combine your property, auto and liability with one insurer if possible. You will receive package discounts.
  • Have a well-managed safety program.

Putting a little effort into your business insurance renewal can reap the rewards in the form of better coverage and lower premiums.

While the massive national agencies spend millions on television ads and offer barebones policies, they do not know you. When your needs change or your situation complicates, you don’t want an automated phone tree or cold cyber-agent. You want to talk to compassionate, honest insurance experts close to home, right here in Beavercreek, OH – that’s our team. You shouldn’t have to spend hours researching and comparing policies. Let the specialists at Reichley guide you through the complex insurance industry.

Call today to alleviate the worry and get covered – (937) 429-0655.