- The functionality needed and available out of the box for the way the carrier plans to use the system and the customer types desired. Check to see what is actually in production.
- The technology — both the overall architecture and the configuration tools and environment.
- The vendor stability, knowledge, and investment in the solution.
- Implementation and support capabilities and experience.
- Establish a common language around innovation; what is it? what is it not?
- Revise reward systems, especially around encouraging “fail fast” behaviors
- Develop a communication plan around innovation – leverage Corporate Communication expertise to sustain a messaging effort around innovation
- Tune existing governance structures to handle innovation initiatives differently than run-the-business projects
I have a homeowners policy with the DoNotDisclose Insurance Company. DoNotDisclose is a large, primarily personal lines company.
My policy term ends on Oct 8 every year. This past August, I received the dec page and invoice for the new year, and paid it in full online. I mean, I thought I paid it in full. Today I discovered that whatever I did, did not result in a payment being made.
I’ve been away from home for a few days. Opening my mail today (October 21) I had a letter from DoNotDisclose telling me that my homeowners policy expired on October 8 due to non-payment of premium. The letter was post-marked October 16. Between my initial invoice in August and my Expiration Notice, I had received the following communications from DoNotDisclose: zilch, nada, and rien,
Looking at the letter telling me my largest single investment had been uninsured for the past two weeks literally made me queasy.
Does anyone know a good personal lines company that understands the relationship among billing technology, billing processes, communication, and customer experience?