Commentary/Opinion
The Future of Insurance Agencies
There is a traditional proclamation made following the accession of a new monarch in various countries that simultaneously announces the death of the previous monarch and asserts continuity by saluting the new monarch. “The king is dead; long live the king!” This seemingly contradictory phrase can well apply to the independent insurance agency.
Catherine Oak and Bill Schoeffler
3 Ways Roadside Assistance Maximizes Agent Success 3 Ways Roadside Assistance Maximizes Agent Success
A hard truth: customer satisfaction can make or break success in the competitive and increasingly commoditized world of auto insurance, especially in the current hard market. As an independent agent, the ability to turn challenging situations into positive experiences for policyholders can be the difference between fair-weather customers and fiercely loyal ones. Unfortunately, there's not much room for error.
Just one bad experience can chase 32% of customers away from a brand they love, according to a 2018 report from PwC.
What's the lesson for agents? While it may come as a surprise, vehicle breakdown events can be your time to shine. Being there in times of need by providing customers with high-quality roadside assistance builds brand reputation, customer sentiment and retention rates. For example, customers who use roadside assistance coverage from their auto insurance policy have a 35% increase in their likelihood to renew, according to the Agero “2023 Consumer Benchmark."
For agents, these events present an opportunity to not only demonstrate the value of your relationship with your policyholder but deliver a superior level of service and support. Yet, agents can often overlook the impact that roadside assistance policies offered by carriers and recommend non-contracted towing or roadside companies that require out-of-pocket expenses and cumbersome reimbursement processes.
In many cases, agents may often recommend AAA, a seemingly innocuous alternative but is in fact a competing auto insurance carrier ready to pounce on a new potential customer lead. full article
Chetan Ghai is Agero's chief commercial officer
News
Insured losses from bridge collapse could reach $4 billion: Morningstar
Insured losses arising from the collapse of the Francis Scott Key Bridge after it was struck by a container ship and disruption to the Port of Baltimore could total up to $4 billion, DBRS Morningstar said in a report issued Wednesday.
The loss could add upward pricing pressure to marine insurance rates globally, the rating agency said.
Total insured losses could surpass the 2012 Costa Concordia disaster that resulted in a record marine insurance loss of around $1.5 billion, Morningstar said.
Depending on the length of the blockage of the port and the nature of the business interruption coverage it carries, “insured losses could total between $2 (billion) and $4 billion,” the report said.
Despite the potential for outsized losses Morningstar expects they will remain manageable for the global insurance industry as claims will be ultimately paid by a large and diversified pool of insurers and reinsurers.
N American P/C Insurer Results Improve Despite Personal Lines Challenges
North American property/casualty (P/C) (re)insurer peer GAAP financial results reflect strong performance in commercial lines, offset by continued weakness in auto and homeowners in personal lines, including a heightened frequency of smaller catastrophe events, Fitch Ratings says in a new report.
The sector outlook for U.S. P/C insurance for 2024 is neutral for commercial and personal lines, as issuers broadly have capital strength to support obligations and withstand significant adverse experiences.
Rate increases and rising exposure drove aggregate written premium growth of 11% for 41 GAAP filing (re)insurers peers in 2023. Premium rate increases across sectors reflect a heightened loss-cost environment amid higher inflation for most business lines. The aggregate group combined ratio improved to 94.2% from 96.7% at 2022, driven by a favorable pricing environment.
Investment income rose 33% in 2023 as overall investment yield grew to 4.0% from 3.2% in 2022. Rising investment income should further boost insurers’ operating income reported returns in 2024 as future cash flows are invested at higher yields. Reinsurers, specialty commercial underwriters and Florida homeowners’ specialists generated particularly strong double-digit operating return on common equity (ROCE).
Progressive issues non-renewal notices in Florida
Last year, Progressive announced that it would not renew certain homeowners’ insurance policies in Florida to “rebalance our exposure,” starting in May this year. Those non-renewal notices have already started arriving.
“Dear Policyholder, your policy will expire at 12:01 on July 1, 2024, for the following reasons. After careful consideration we are unable to offer you a renewal policy due to a reduction in our hurricane exposure. Please contact your agent to find replacement coverage,” the letters read.
“I was shocked, I was stunned,” Ira Kasdan told ABC Action News. “There may be a time where as much as we love Florida we may not be able to stay here.”
The news comes as Citizens Insurance, the insurer of last resort for the state that Ron DeSantis has called insolvent, had some good news. It reported approximately 1.162 million policies last Friday, a decrease from 1.18 million policies the previous week and 1.175 million policies two weeks prior, based on the data available on the Citizens website.
Last week, six private insurance companies — Slide Insurance Co., Florida Peninsula Insurance Co., Edison Insurance Co., Southern Oak Insurance Co., American Traditions Insurance Co., and People’s Trust Insurance Co. — received regulatory approval to take over policies from Citizens.
Citizens’ policy count peaked at approximately 1.412 million in the fall of 2023 but has since seen a decrease owing to the depopulation program.
Insurer hit with over 340% surge of lawsuits in Florida federal courts
Hartford Financial Services has been battered by a barrage of lawsuits in the Sunshine State this month, with at least 10 federal district court actions filed during the week of March 11, 2024.
This is roughly four times the typical weekly average.
Among those lawsuits is one filed by Jay Farrow of the Farrow Law Firm in Coral Gables, in which Hartford and 11 additional major insurers face a civil RICO action over claims that the companies have allegedly operated as a cartel by offering back-end profits and commissions to independent brokers who steer customers into policies with higher premiums.
“The implication of this lawsuit is a more fair, honest and transparent insurance system,” Farrow said. “It’s never been done before where Florida statute 895.05(6) is being used to effectuate an injunction to hold an insurer accountable for those types of instruments that profit off both sides. I’m hoping this brings some stability to the insurance craziness.”
Among the defendants in that action besides Hartford are Berkshire Hathaway Specialty Insurance Co., American Casualty Co. of Reading, Pennsylvania, Zurich American Insurance Co., and Chubb Custom Insurance Co. Only Zurich and Chubb responded to a request for comment in which they declined in writing to comment on individual claims.
Now, the civil RICO action is pending before U.S. District Judge Rodney Smith, who sits on the Southern District of Florida bench, in which the plaintiff, Louis Spagnuolo, is seeking at least $30 million in damages.
Homeowners say coverage affordability is becoming more challenging
During 2023, 72% of home insurance policyholders saw premiums grow, according to a ValuePenguin.com survey, which also found that 34% of Americans are finding it more difficult to afford coverage.
Among homeowners surveyed, 34% said they had an increase of 5%-9.9%, while nearly one-quarter saw a 10%-29.99% increase in their home insurance costs. ValuePenguin reported that 3% of homeowners had premium increases of 30% or more. An additional 10% reported being uncertain of how much their premiums rose.
A majority of policyholders believe, and rightly so, that inflation, growing claims volume and labor shortages are among the major drivers of recent rate increases, ValuePenguin reported. Slightly more than half blamed rising home prices and one-quarter pointed to climate change as a cost-propelling force.
Looking into 2024, three-quarters of home policyholders are anticipating another rate increase and 26% are worried their homes will become uninsurable. ValuePenguin noted these fears are not unfounded, as nearly 20% of homeowners said they received a nonrenewal notice. However, 79% of those who received nonrenewal notices were able to secure coverage through negotiations with their current carrier or by switching providers.
Although most home policyholders haven’t moved to change their coverage, their carriers have. Some 37% of homeowners said their insurer changed their existing policy by raising deductibles, adding surcharges or dropping coverage.
InsurTech/M&A/Finance💰/Collaboration
Champ Titles Closes $18 Million Series C Funding Round Led by Point72 Ventures
Champ Titles, Inc., the leading provider of digital vehicle title, registration, and lien systems of record in the United States, announced today it has raised $18 million in Series C financing.
Point72 Ventures led the round and was joined by existing investors W.R. Berkley Corporation, Eos Venture Partners, Guidewire Software, and Rev1 Ventures, among others. To date, Champ Titles has raised more than $45 million.
Champ Titles will use the funds to fuel its ongoing growth. Through its Digital Title and Registration Suite (DTRS), Champ partners with state governments to improve motor vehicle departments by replacing aging title and registration systems. This capital will allow the company to take on as many new clients as the market will bear.
“We made tremendous progress over this past year—we onboarded new states, including New Jersey, Kentucky and Illinois, expanded our relationship with West Virginia by creating the first National Digital Titling Clearinghouse (NDTC), and grew revenue by more than 300%. We could have continued growing at a measured pace, but we are incredibly excited and grateful to have this round of financing to accelerate our business as we enter our next phase of growth with our great state DMV partners,” said Shane Bigelow, Chief Executive Officer.
Telematics, Driving & Insurance
Arity Launches Enhanced Suite of Marketing Solutions to Help Companies Boost Profitability and Productivity | Business Wire
With new integrations from LeadCloud and Transparent.ly, Arity arms marketers with more dynamic solutions to reach their best customers and optimize operations
Today, mobility data and analytics company Arity, unveils new features and enhancements to its suite of Marketing Solutions, creating the premier solution for marketers to uniquely maximize customer lifetime value and profitability.
“It’s a challenging time for auto-focused marketers right now as consumers are simultaneously demanding greater personalization and lower prices when shopping for new cars, auto insurance, and other driving-related needs”
Arity has joined forces with Transparent.ly and LeadCloud to offer the first full funnel, omnichannel marketing solution that leverages unique driving behavior data to connect with ideal prospect customers based on how, when, and where they drive. The newly enhanced suite of solutions includes:
The Arity Marketing Platform, powered by Transparent.ly, which helps optimize a marketer’s acquisition efforts through Arity’s ability to generate driving behavior insights on nearly 175 million US drivers. Adding Transparent.ly’s formidable ability to connect with high-intent prospects and enhance target marketing efforts, gives marketers a more robust solution to generate clicks, leads, and calls and reach prospect customers with unique insights across the entire customer journey.
LeadCloud Integration Services, which offer marketers a suite of professional services to help them optimize the quality, quantity, and lifetime value of incoming leads, validate data coming from partners, and filter the data to increase efficiency by creating a single point of entry for internal customer acquisition.
Arity Marketing Solutions leverage driving behavior data at scale for an especially unique competitive advantage for auto-focused businesses.
Auto Insurance marketers can gain understanding up front of how consumers drive and use that information to run ad campaigns targeting drivers based on behaviors and propensities, including driving risk, mileage, commute, intent to purchase, premium price, and more, all to gain greater customer lifetime value and profitability. Insights like this driving data can also be used to more accurately price auto insurance based on how people drive, providing a uniquely seamless experience from marketing to pricing to bind, a benefit available only with Arity.
Claims
Tractable: AI in claims processing, what it does and doesn’t do
As the widespread use of artificial intelligence (AI) grows, from obvious uses to those that we may not think about like populating our news feeds and music playlists, collision repairers and insurers are often seemingly on two fronts with its use in claims.
Some repairers see AI as a waste of time because it isn’t the same as an educated collision repair professional, as expressed last week during a “TechTalk360” webinar held by AirPro Diagnostics. Insurers on the other hand have talked about the benefits from faster claims cycles overall to quicker responses to claimants.
Jimmy Spears, Tractable head of automotive and property, shared during the webinar how he believes repairers can begin their AI engagement journey.
“When you buy this technology, you’re buying decisions that hopefully you don’t have to have someone else engaged with because they are rather simple,” Spears said. “There is a lot of complexity behind it. When we talk about first notice of loss, is the car repairable or do we believe it’s going to be a total loss? That becomes such an important question and it affects every one of us within the ecosystem. We really want to make sure that we start this vehicle out right on its journey and so many do not.”
Solera Introduces XpertCX Solutions Suite, Driving Automotive Forward with Always-On, Always-Expert BPO Solutions
Solera, the global leader in vehicle lifestyle management, today introduced its BPO service offering, XpertCX Solutions Suite. Designed to redefine customer experience, this innovative suite provides a holistic approach to BPO services, offering end-to-end support across the automotive industry. By seamlessly blending cutting-edge technology with seasoned expertise, XpertCX Solutions Suite aims to streamline operations, amplify efficiency, and elevate customer satisfaction across the industry.
Additionally, as Solera continues to prioritize the growth of XpertCX Solutions Suite and its BPO arm, the company will inaugurate a new office space on March 27th, dedicated to accommodating over 400 customer service employees in Jacksonville, Florida.
“As Solera continues to innovate and be on the cutting-edge of the automotive industry, we're proud to introduce XpertCX Solutions Suite, our comprehensive automotive BPO service suite,” said Tony Graham, Executive Vice President at Solera. “By merging technology with seasoned expertise, XpertCX Solutions Suite aims to revolutionize claims management, empowering insurers to streamline operations and elevate customer satisfaction. With a focus on empathy and efficiency, our team of industry veterans stands ready to deliver unparalleled support and seamless integration of AI technology to optimize automotive business processes.”
Webinars/Podcasts/Interviews
How are different insurance sectors using AI to boost productivity?
In today’s digital world, insurance organizations are constantly seeking innovative ways to streamline processes, enhance productivity, and build stronger relationships with customers and partners through technology.
An upcoming webinar aims to showcase the unique journeys that different insurance sectors are taking to leverage artificial intelligence (AI) and technology in the workplace.
Hosted by Slack, “The future of AI-powered work in insurance” is set to spotlight thought leadership on AI and productivity from diverse perspectives in insurance: life and annuities, brokers, and insurtech.
‘Unique journeys’ – how are insurance companies approaching AI?
The webinar on April 16 will start with a brief overview of Slack for insurance, followed by thought-provoking discussions from experts across the field.
The aim is to impart practical insights, actionable strategies, and best practices for leveraging Slack to drive productivity and innovation in the insurance industry.
According to Keven Curtiss (pictured top, left), head of Slack’s insurance business and host of the upcoming webinar, one key advantage that Slack offers is eliminating administrative burdens and allowing employees to focus on critical duties.