The Role of Social Media in Insurance

Karen Furtado, Partner
Publication Date:
October 7, 2011
Number of Pages:
$995.00 USD

Social media is a pervasive movement that is reshaping society and business – but does it really matter to insurers? This research report offers a different view than many by taking a broad view of social media and evaluating the current state and potential opportunities for each area of the insurance business – both customer facing and within the enterprise.  


The Role of Social Media in Insurance answers the following questions:


·       What is the true scope of social media and which domains have the most potential for insurance?

·       What is the current state of adoption by P&C and L&A insurers in North America?

·       How do insurers plan to leverage social media in the coming years?

·       What are leading examples and future possibilities of social media usage in each area of the business – such as marketing, distribution, underwriting, and claims?


Insurers, IT solution providers, and service providers, will find this report useful. Figure 1 illustrates insurer’s current usage of social media inside the enterprise.

Table of Contents

  • Executive Summary 3
  • The Social Media Universe 3
  • Social Media's Current State of Adoption in Insurance 4
  • Social Media: Internal vs. External 6
  • Where Social Media Plays in Insurance 8
  • Social Media's Role in Insurance 13
  • SMA Call to Action 15
  • About Strategy Meets Action 16