With more than 20 years of experience in the automotive service and collision industry, Safelite Solutions Assistant Vice President, Claims Experience, Mike Naoom discusses the impact of technology on the customer experience and the period of rapid change in the insurance industry. 

Start with the basics

“You never get a second chance to make a first impression,” so the saying goes. As someone in the auto insurance and claims business for the past couple decades, I have experienced this as a policyholder and observed it as a member of the industry.

Attending any industry conference, surfing LinkedIn or reading will remind you that we are in a period of rapid change. Self-service, artificial intelligence (AI), predictive and prescriptive analytics, eFNOL, iFNOL, claims transformation and big data (remember that?). These are potentially game-changing ideas and transformations that can be... Read more