Post reveals consumer champions as Trust Insurance Taskforce

Customers buy insurance on the basis of delivering in their time of need and the last year has highlighted one particular stumbling block - a lack of trust in the industry.

Some strides have been made with insurers in order to build trust, such as Aviva starting to publish its customers claims feedback online and Axa agreeing to publish previous quote data but Post believes more needs to be done.

As such Post has launched its Trust Insurance Campaign, in association with the Chartered Insurance Institute, which aims to encourage insurers to improve their customer relationship through transparency and making insurance simpler.

Stephanie Denton, editor at Post, said: "Our taskforce is made up of consumer champions who see what customers really experience at the coal face of dealing with insurance firms and some of it is not pretty. We'll encourage them to give their honest opinion of where insurers are failing, could do better and also where they are hitting the mark.

"Throughout the rest of the year they will be proving honest blogs for us and we don't expect them to hold back on telling us what they really think of the industry. They will also feedback on the customers' thoughts and feelings about plans and developments in the market."

The Trust Taskforce panel consists of:

• Joanna Causon, CEO, Institute of Customer Service
• James Daley, managing director, Fairer Finance
• Kalpana Fitzpatrick, founder and editor, Mummy Money Matters
• Rebecca Rutt, chief insurance expert, Money Saving Expert
• Laura Shannon, personal finance correspondent, The Mail on Sunday
• Ali Hussain, money writer, Sunday Times

David Ross, director of communications at the CII, said: "The market still struggles to genuinely engage in meaningful conversation with its customers. In the absence of any dialogue the public have come to see insurance as little more than a commodity represented by opera singers, meerkats and more recently a talking robot. If we are to evolve into a profession we must collectively strive to overcome this customer apathy by talking to them in a language they understand and trust."