Customer service
‘Embrace regulation’, industry told
Insurance Datalab has urged insurer partners to embrace financial services regulations as a means to building greater trust with consumers while improving underwriting and profitability.
Zurich promises to protect employee rights in AI age
Zurich UK has signed a first-of-its-kind artificial intelligence charter to protect employee rights while using the technology responsibly.
Steve Hardy, Policy Expert
Steve Hardy has form when it comes to building challenger brands that punch above their weight.
Ant Middle, Ageas
Ant Middle, CEO of Ageas UK, has been busy snapping up rivals to grow the personal lines provider significantly in 2025.
Why the insurance industry needs to mind its language
View from the Top: Clare Knight, Managing Director, Bspoke Underwriting, breaks down why the industry should revaluate the language it uses both internally and in policy wordings.
Avantia scales AI ambition after record 2025 results
Avantia Group is stepping up its push towards an agentic artificial intelligence operating model after posting record 2025 results, Insurance Post can reveal.
Allianz drops LV rebrand plans
Allianz UK and LV have announced a new multi-year partnership to continue distribution of insurance under the LV= brand, despite previously planning to phase the brand name out in 2026.
Big Interview: Ryan Brown, PIB Group
Ryan Brown, deputy CEO of PIB Group, talks to Insurance Post regarding the collapsed Gallagher sale, the firm’s more ‘cautious’ M&A strategy, and where it's investing for growth.
Five ways AI knowledge management transforms insurance service
Insurers face growing pressure to deliver accurate, compliant answers faster across increasingly complex product lines. AI knowledge management is how leading carriers are rising to that challenge
Agria in consultation with redundancies at risk
Agria Pet Insurance has confirmed to Insurance Post that it is currently in consultation around a restructure, with redundancies already affected.
PIB to cool down on M&A as it confirms AI job cuts
PIB Group is taking a more cautious approach to M&A after completing a record 31 deals in 2025, deputy CEO Ryan Brown has told Insurance Post.
Why single household view is the next milestone for insurers
Chris Traill, client director of Percayso Inform, urges insurers to replace their pursuit of a single customer view with chasing a single household view to ensure accurate pricing and improve claims management.
The fate of insurers’ in-house law firms
David Worsfold examines why insurers originally embraced the in-house legal model, what commercial and regulatory challenges emerged, and why many have since retreated from it.
Why Which? is pausing the Insurance Brand of the Year award
Rocio Concha, director of policy and advocacy at Which?, explains why persistent failures in the insurance sector identified in the organisation’s super-complaint led to the decision to pause its Insurance Brand of the Year award in 2026.
AI embedding across customer journey will define winners
The insurance industry’s future winners will be providers that deploy artificial intelligence effectively across the entire customer journey to drive repeat business, according to Philippe Knepfler, chief innovation officer at Covéa Affinity.
How AI can help build the insurance workforce of the future
View from the Top: Amanda Vaughan, chief people officer at Axa UK & Ireland, outlines how UK labour market challenges are fuelling demand for new capabilities from the insurance workforce.
Holmes ‘not surprised’ at increased pet insurance competition
Allianz UK CEO Colm Holmes has said that while he is “not even remotely surprised” at the number of new entrants into the pet insurance market, he is not worried about competition.
Pet insurers with the most satisfied customers revealed
Fairer Finance’s latest survey shows the impact of an animal’s age on policyholders satisfaction with their pet insurer, plus which provider has the happiest customers is revealed.
FCA’s tech request and my less than ‘appy’ experience
Editor’s View: The Financial Conduct Authority is calling for more insurers to test their tech through the regulator’s sandboxes but if Emma Ann Hughes’ clunky app experience is anything to go by, the sector may need to fix the basics first before…
FCA outlines insurance regulation plans
The Financial Conduct Authority has promised to improve access to insurance, scrutinise claims handling, get to grips with artificial intelligence and cyber risks, plus slash red tape over the year ahead.
Why alignment with suppliers is key to good customer outcomes
View from the Top: Jeremy Trott, claims director at Ecclesiastical, says insurers must ensure they have an ‘alignment of ethos’ with their suppliers to ensure good outcomes for customers.