Ellen Carney

Principal Analyst

Forrester Bio

Ellen Carney

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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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Differentiating On The Claims Experience: Why Better Claims Handling Results In Higher Customer Loyalty And Lower Costs

Ellen Carney February 24, 2014
For consumers, there are two key insurance moments:  when coverage is bought and then when it’s used, with hopefully a long span of time between the two.  And if there is a claim, then it’s up to the insurer to react to help the claimant recover.  But too often, the claims experience spurs policyholders to […]
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Plan The Best Routes To Guide You On Your Mobile Insurance Journey

Ellen Carney February 18, 2014
It’s one thing to say where you want to go, but you still have to know how to get there.  If it’s a physical journey like a quick trip to the local store, a meandering trek across Europe, or a digital or business technology initiative that your company is after, getting to the destination or […]
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Forrester Research Takes Six US Mobile Auto Insurance Apps Out For A Test Drive

Ellen Carney November 14, 2013
What We Did And Why Insurance carriers are pulling out the stops when it comes to their mobile strategies. It’s now rarer to find an insurer that doesn’t offer at least one app plus a mobile site. But just how effective are all these mobile insurance apps and sites at meeting the needs of auto […]
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Is This The New Face Of Consumer Health Insurance? Say Hi To Oscar

Ellen Carney September 25, 2013
In just a few short days — six, to be precise — the Affordable Care Act’s Individual Mandate will kick in to high gear as the doors swing wide into the public exchanges for open enrollment. And if Americans were only dimly aware that healthcare reform was indeed happening, a lot more are paying attention […]
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By The Numbers: What Are The Mobile Insurance Metrics That Really Matter?

Ellen Carney August 23, 2013
The insurance industry is in the midst of a mobile gold rush. Carriers across all business lines have jumped on the mobile bandwagon, rolling out mobile functionality to their policyholders and agents. Many carriers have relied on a single, basic metric to quantify mobile success: app downloads. But as insurers’ mobile strategies are maturing, so […]
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Are US Health Plan Websites Ready For Affordable Care Prime Time?

Ellen Carney August 5, 2013
Beginning on October 1st, US health insurance plans will be facing a big enrollment event when millions of Americans will be required to purchase health insurance. Where will many go to do research and shop? Health plan websites. Forrester Research recently conducted an online wellness check  to see just how prepared plan websites are to […]
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COOL JOB ALERT! FORRESTER RESEARCH IS HIRING A HEALTHCARE EBUSINESS AND CHANNEL STRATEGY ANALYST

Ellen Carney July 31, 2013
In the face of the biggest industry disruption in memory, health plans are gearing up for big changes in their business models. From the implementation of healthcare reform teams, public and private exchange initiatives, dramatically different underwriting, and new user experiences modeled after Apple and Amazon, health care payers — and providers — are looking […]
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Globally, Insurers Are Waking Up To The Spending Power Of Small Businesses

Ellen Carney June 19, 2013
With the global economy thawing out after the long winter of the financial crisis, the small business market is on the rebound. And it's not just in the US. In markets extending from Canada to Australia, small business owners are starting up, borrowing to expand, and they’re hiring staff, all of which are driving the need […]
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Provoking Tumultuous Uproar: How All Things Digital Are Disrupting the Business Of Insurance

Ellen Carney May 26, 2013
There’s one word that sums up what’s going on in the business of insurance right now: disruption. Last week, I had the opportunity to talk with an innovation team at a Tier 1 carrier. When I asked the group if they were feeling that big changes were afoot in the industry, there was lots of head […]
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Why The Future Of Insurance Will Be Mobile And What Will It Mean For Insurance Business Models

Ellen Carney September 30, 2012
Anybody out there who doesn't have a mobile device, raise your hand…just what I thought. The explosion of mobile phones and apps in the everyday lives of consumers–and agents–is powering big changes in the business of insurance.  Heightened customer expectations are getting formed by the changing mobile landscape; new generations of customers; new competitors, and […]
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The Age Of The Customer Drives Four Insurance eBusiness Mega-Trends In 2012

Ellen Carney March 16, 2012
This year, North American insurers overall are pretty darn happy. For starters, there clear signs that the economy is finally starting to gain steam, premiums are on the rise, the market’s firming, and the political will may well shift enough to revisit past regulatory reforms, particularly those that impact health insurers.  And these factors are […]
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Insurance eBusiness Initiatives And IT Priorities And Spending Closely Aligned For 2012

Ellen Carney December 13, 2011
The insurance industry is in the midst of some big changes. Those changes introduce very new pressures, priorities, and uncertainties into an industry whose business depends on stability. In these dynamic times, carriers hang their hat on what they do for their customers, even if how it gets done and who does it might be […]
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Mobile Insurance Seeding New (And Surprising) Business Alliances

Ellen Carney June 15, 2011
In the interviews we just wrapped up with insurance thought leaders, one thing’s certain: Mobile is going to play a BIG role in the future of insurance. Alongside another topic (about which you’ll hear more later), mobile, and its role in enabling policyholders along with underwriters, agents, commercial underwriters, and the claim supply chain, animated […]
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Allstate’s Acquisition Of esurance: The Start Of Something Bigger For Ebiz Teams?

Ellen Carney May 19, 2011
I got jolt this morning, and it wasn’t from my coffee.  The headlines in my morning insurance news push were all about  last night's announcement that Allstate was acquiring esurance and an agency sibling, Answer Financial for $1 billion (http://www.bloomberg.com/news/2011-05-18/allstate-to-buy-esurance-in-1-billion-deal-as-wilson-adds-online-sales.html).  Along with the fact that esurance itself has gone to market with what every ebusiness executive […]
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Clamoring For Answers Around Your Insurance Claims Strategy? You’re Not Alone

Ellen Carney March 4, 2011
Without a doubt, the hottest inquiry category for insurance ebusiness and channel execs (and insurance IT, for that matter) has been anything to do with claims.  And why not, since as one insurance ebiz executive we talked with pointed out, isn’t claim handling the real business of insurance?   We also saw the big interest in […]
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The Lone Cry for Growth In Insurance?

Ellen Carney October 13, 2010
Yee Hah! The worst recession since the Great Depression was declared officially over in June of 2009. We should be feeling great, since all things considered, the insurance industry fared pretty well when it came to how it emerged from that dark tunnel. But except for one notable role voice, insurers, unlike their banking peers, […]
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