Ideas and Insights Behind WOW

Covenir and covenant share a root. Here’s why that matters for the promise every carrier makes to its policyholders.

Eight days on a Viking River Cruise taught our CEO a lesson about service that every insurance outsourcing partner should learn.

Only 5% of leaders say document delivery is where their brand promise breaks. At insurance mail volumes, that’s a quiet compliance crisis.

81% of insurance operations organizations now outsource, and what they expect from partners has changed. Here’s what our 2026 survey found.

90% of operations leaders are confident they deliver on their brand promise. So why do 42% say it breaks down at the most important moment?

70% of insurers now run AI in live operations, while 20% cut training budgets. Here’s why that gap matters for policyholders.

Most insurers have plenty of operational data. The advantage goes to those who close the gap between knowing and doing.

At 2:43 AM, after a house fire, a policyholder picks up the phone. That’s the moment your brand promise is kept or broken.

USPS has proposed a 4.8% average postage increase. Here’s what it means for insurance print and mail budgets, and how to prepare.