Ellen Carney

Principal Analyst

Forrester Bio

Ellen Carney

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Top Insurance Tech Trends To Watch In 2019

Ellen Carney November 29, 2018

How will the “whats” of insurance — underwriting, claims, and compliance — translate into new “hows” in 2019? Watch the video below for more information on what’s driving changes in insurance business strategy and the tech that enables it. Do you need more help? Forrester clients can set up an inquiry with us.

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Poor Websites Are Costing American And Canadian Life Insurers New Customers

Ellen Carney April 18, 2018

It’s good times for Canadian and US life insurance companies.  Job and some slight wage growth has spurred an increase in life insurance sales, both through the employer as well as individual life insurance sales.  At the same time,  90+ million Millennials are moving into the life stages of home ownership, parenthood, and marriage that […]

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How Should Insurers Unleash Their Digital Businesses? By Mastering The Digital Basics

Ellen Carney August 15, 2017

Canadian and US insurers have a lot on their plates this year.  They’re not just grappling with extreme weather, substantial underwriting losses from all those motor vehicle claims, but also rising customer expectations and an onslaught of fintech disruptors.  These disruptors are spurring lots of activity in insurance digital labs, insurance venture capital arms, and […]

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Back To Basics: How The Most Improved US Auto Insurers Mastered The Mobile Customer Experience

Ellen Carney May 2, 2017

The results are in!  Along with my fellow researchers August Du Pont, Mike Chirokas, I  just completed our yearly review of the mobile features offered by leading US auto insurers.[i]   In our fourth year of assessing these essential portable features, these 13 auto insurers achieved an impressive average score of 75 out of 100, seven […]

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The Digital Insurance Imperative: Go Digital Or Go Bust

Ellen Carney April 26, 2017

The bedrock of the insurance industry is quaking. For decades, large North American insurers got bigger by dominating distribution and methodically mastering information technology.  But the confluence of changing customer demands, hundreds of insuretech startups and non-traditional competitors sniffing around the business of insurance is messing up the long-standing insurance equilibrium.  Insurance carriers–and their agents […]

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North American Life Insurers Are In Digital Denial

Ellen Carney December 1, 2016

Are you feeling wistful about what online insurance experiences used to be?  Can’t remember how to get back to the Wayback Machine?  You can indulge that nostalgia by simply shopping online for life insurance.  Beginning in Q3, we looked at 13 websites—ten carriers, two online agencies, and one aggregator—in the US and Canada to get […]

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The Age Of The Customer Will Drive Four Actions That Insurers Need To Take In 2016

Ellen Carney April 13, 2016

Talk about interesting times in the business of insurance.  The year 2015 saw the attention-getting launch of Google Compare and its hibernation about 12 months later.  Traditional insurers like Mass Mutual and Shelter Mutual got busy and launched their own direct-to-consumer digital quoting and sales businesses.  State Farm was busy filing patents for by-the-trip car […]

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Loyal Agents Have Big Impact On Insurance Carrier Business

Ellen Carney February 9, 2016

Understanding agent attitudes toward their insurance carrier partners is crucial in earning independent agent loyalty—and driving sales.  Why?  Because despite predictions that direct-to-consumer insurance sales would doom the insurance agent, nearly 20 years after the advent of online insurance selling, millions of consumers and small businesses continue to rely on their local insurance agencies. Consider […]

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Small Business Insurers: Are Your Digital Sites Open For Business?

Ellen Carney May 7, 2015

Small business is booming in the US.  The US Small Business Administration declared this week as “National Small Business Week” to promote the role that small business plays in the US economy.  Why should insurance companies pay close attention to the needs of small business? For starters, small businesses mean: Big economic impact. Small business […]

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Disrupt Or Be Disrupted: The Challenge For Insurers In 2015

Ellen Carney March 23, 2015

American and Canadian insurers are facing some big challenges in 2015. Customer experience expectations, their willingness to consider a growing array of new options to buy insurance, and new competitors creeping into the business of insurance are pushing traditional insurers into new digital strategies.  It’s no longer a question of digital channels or “other” when […]

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The Future Of Insurance Is More Mobile Than Ever

Ellen Carney February 3, 2015

When I started  in the tech industry in the late 80’s, I used to think that we lived in dog years:  The pace in “high-tech” (a term that sounds so quaint now, doesn’t it?) was that we packed seven years’ worth of work, development, business, play, pressure—you name it—into a single year.  Fast forward to […]

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Your 2015 Mobile Insurance Resolution? Align Your Mobile Insurance Strategic Plan With Changing Market Realities

Ellen Carney January 14, 2015

Like most of us, you probably made a few resolutions you’re hoping to keep in 2015—eating better, exercising regularly, and  reading more.  Why not add one more resolution that will help you, your company and more importantly, your customers and agents?  Keep your mobile insurance strategy current with new technology; customer, employee, and partner expectations; […]

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Is Google Buying CoverHound? The Curious Case Of The California Insurance License

Ellen Carney January 8, 2015

It’s one of the worst-kept—and surely most disruptive—secrets in the US insurance market.  Soon, Google could be piloting its Google Compare auto insurance comparison shopping site in the US, following the lead of  its 2012 Google Compare UK site roll out.  But the launch of Google Compare in the US apparently hasn’t been easy.  Even […]

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If Santa Left You A Mobile Insurance App/Site Budget, Do You Know Where And How To Spend It?

Ellen Carney January 5, 2015

With the holidays—and a whole lot of 2015 strategic planning activities—behind us, you’re probably have a few gifts you’d like to return and hopefully, a few gift cards you’d like to make use of. If you were really good last year,Santa left you the budget needed to develop or enhance that mobile insurance app or site […]

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Mobile Measurement Isn’t Keeping Up With Mobile’s Importance To Insurance Business Performance

Ellen Carney January 2, 2015

The wild west of mobile in insurance is getting tamed.  Mobile is no longer just a fun experiment—it’s now a crucial element in the customer and agent experience. We first published our mobile insurance metrics report in August of 2013.  At the time, we were struck by how dependent insurers were on a single metric […]

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Insurers Will Pour Capital Into New Digital Innovation Ventures In 2015

Ellen Carney November 18, 2014

Think that insurance is a sleepy industry? Think again.  In 2014, global insurance companies raced to out-innovate each other. They turned to new digital innovations to fend off threats from insurance start-ups like MetroMile and PolicyGenius and sorted out new ways to remain relevant as a host of well-known brands like Google and AT&T crept […]

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Why Usage-Based Car Insurers Need Don Draper

Ellen Carney June 17, 2014

Don’t you hate when a company advertises a product but fails to make it easy to find and buy? Mad Men’s Don Draper, who, in the 1960’s could have been as likely to work in insurance as advertising (but the story would have been not nearly so interesting), would have a field day with the […]

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As US Health Plans Shift From Acquisition-Ready To Retention-Ready, It’s Time To Pay Attention To Digital Billing And Payments

Ellen Carney May 6, 2014

One word describes the state of US health plan digital strategists at the end of 2013: exhausted! The October 1, 2013 open enrollment milestone for the public exchanges became not an event but an epic saga. Integration failures, wobbly deadlines, and substandard policies that became the walking dead stymied large numbers of potential plan buyers, […]

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Usage-Based Insurance Onboarding: It's All In The Packaging

Ellen Carney April 23, 2014

Alright, I admit it.  I'm not necessarily the most loyal insurance customer.  I like mixing things up to test out different experiences, which means that if you're my insurance company, I'm going to talk about you in my job…a lot.   Back in 2012 when I was writing the US Secure Auto  Insurance Site Rankings […]

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The Age Of The Customer Drives North American Insurers To Take Five Customer Actions In 2014

Ellen Carney April 23, 2014

Once upon a time, insurers sat in the power seat when it came to their interactions with policyholders.  The insurers understood the magic behind how insurance was sold, how premiums were calculated, and how claims were adjudicated. Those days are gone. In the Age Of The Customer, consumers are changing the rules and who wield […]

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