The rock band The Who is known for asking the musical question: “Who Are You?” But it is the insurance industry (and fans of the TV show CSI) that often echoes lead singer Roger Daltrey’s next line, “I really want to know.”

So, how well do insurers know the people buying their policies? Not as well as they would like, as evidenced by the increasing amount of money being spent on customer service solutions.

Want to continue reading?
Become a Free
PropertyCasualty360 Digital Reader.


  • All news coverage, best practices, and in-depth analysis.
  • Educational webcasts, resources from industry leaders, and informative newsletters.
  • Other award-winning websites including and

Already have an account?



Join PropertyCasualty360

Don’t miss crucial news and insights you need to make informed decisions for your P&C insurance business. Join now!

  • Unlimited access to - your roadmap to thriving in a disrupted environment
  • Access to other award-winning ALM websites including, and
  • Exclusive discounts on PropertyCasualty360, National Underwriter, Claims and ALM events

Already have an account? Sign In Now
Join PropertyCasualty360

Copyright © 2023 ALM Global, LLC. All Rights Reserved.