Social Media, Risk, and Policies for Associations

whitePaper | April 6, 2022

The impact of the COVID-19 outbreak has been devastating for the global economy, and with many countries in extended lockdown, there has been a seismic shift in customer behaviour and business operations.

whitePaper | July 24, 2022

Consumers are frustrated with companies’ poor customer service, and they’re losing patience. They’re repeating personal information, waiting on hold, and talking to overworked, sometimes unfriendly, agents. And it comes at a high cost: if you’re delivering a poor customer experience (CX), 96% of consumers say they’ll leave your company.

whitePaper | February 9, 2023

The main objective of this analysis is to understand and identify current requirements and challenges faced by operators of essential services (OESs) when contracting cyber insurance. Accordingly, the aim of the analysis is to provide recommendations to policymakers and OES on possible ways to face these challenges. The work is particularly focused on the analysis of OESs as acquirers of cyber insurance products and services.

whitePaper | October 25, 2022

A recent survey conducted by Post, in association with SS&C Blue Prism, explored the ways in which digital claims are being approached by the industry. Despite digitisation taking off in recent years, many claimants today are still using emails and telephone to contact their insurer at the initial point of a claim. Many claims specialists believe that customers are dropping out of a fully digital claims journey due to claims being too complicated or customers being less tech-savvy. So, how can insurers ensure digital claims journeys are streamlined and easy-to-use for the consumer?

whitePaper | November 12, 2019

A carrier’s quality assurance process is the backbone of its success. While not as well-known as underwriting or claims adjusting, QA is a vital part of insurance operations. QA auditors assess open, denied and paid claims to determine if avoidable errors occurred during processing, adjusting or settlement. Their reviews track performance against business standards and help improve internal operations and claim quality. QA gives employees vital information with teachable

whitePaper | July 18, 2023

Insurance companies and providers of health care benefits lose hundreds of millions of dollars yearly due to fraudulent claims for health benefits. Some of these are bogus claims that originate from insured persons, while others are payments for insured services that are not needed but are wrongly prescribed by providers who stand to make illegal profits.