Customer service
Middle East disruption drives uptick in travel insurance complaints
A 30% year-on-year rise in travel insurance complaints has been partly linked to disruption from the Middle East conflict. However, Millie Ridley, senior researcher at Fairer Finance, reveals customer satisfaction in the product continues to improve.
Pegasystems’ Pant warns cost could temper AI personalisation drive
Insurance will become more personalised and customer-focused through artificial intelligence, but progress could be impacted by the increasing cost of tokens, Pegasystems’ Manoj Pant has warned.
Aviva almost doubles personal lines premiums after Direct Line deal
Aviva has hailed a strong first half of 2026 with group operating profit increasing 24% to £1.32bn and UK personal lines premiums almost doubling following the acquisition of Direct Line.
ManyPets CEO aims to be top dog in UK pet insurance
After the firm announced profit for the second year in a row, and has turned its customer service around, ManyPets CEO Luisa Barile has outlined to Insurance Post its ambitions to be number one in the UK.
Aviva, Lloyds, InsureandGo and Sainsbury’s named Defaqto's top insurers
Aviva, Lloyds Bank, InsureandGo and Sainsbury’s Bank have been crowned Defaqto Insurer of the Year across the four major personal lines categories, with a further 16 providers receiving Highly Commended recognition.
Homeserve consulting on CET closure
Insurance Post has learned that Homeserve is consulting with CET with a view of closing down the business-to-business home emergency solution provider, which it bought in 2021.
Bodyshop skills crisis threatens claims service levels
Without coordinated action across industry, education and government, the pressures posed by the UK’s accident and repair sector losing 1,700 workers a year will intensify, the Institute of the Motor Industry has warned.
Why competing on price is a dead end for insurers
In a market where price wins attention but experience earns loyalty, Colin Reid, client director at Getronics, says insurers are discovering that customer trust depends on the technology, data and service behind every interaction.
Big Interview: Amy Brettell, Zurich Municipal
Amy Brettell, managing director of Zurich Municipal, gives a sneak peak of the reality of leadership, outlines how provider has transformed in recent years and identifies growth opportunities.
Petplan named insurer with the most satisfied customers
Petplan, Nationwide Insurance and Saga Insurance are the providers with the most satisfied customers, according to the latest survey conducted by the Institute of Customer Service.
John Lewis relaunches motor insurance offering
John Lewis Money has relaunched its car insurance proposition following the overhaul of its insurance business earlier this year.
Diary of an Insurer: Hood’s Ryan Fuller
Ryan Fuller, associate director of travel at Hood Group, explores artificial intelligence-driven operational initiatives for travel insurance and reserves Thursday mornings for a relaxed breakfast with his wife.
Big Interview: Ryan Gill, Bspoke
Ryan Gill, CEO of Bspoke, talks to Insurance Post about life post-acquisition, the firm's ambitious growth plans, and status of the MGA market.
Diary of an Insurer: Woodgate & Clark’s Sarah Durkin
Sarah Durkin, director of investigation services at Woodgate & Clark, meets an elderly couple who have lost jewellery, takes her 12-year-old labrador for a leisurely ‘sniff’, and prepares to share her fraud wisdom.
‘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.
Diary of an Insurer: Zurich’s Iain Brumpton
Iain Brumpton, head of engineering at Zurich UK, juggles site visits, team mentoring, recruitment, AI innovation, sustainability initiatives with watching The Traitors.
Convex’s MGA; Instanda’s launch; Aon’s claims officer
Friday Round-Up: Insurance Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Are first edition children’s books an insurance risk?
Emma Myrie, lead underwriter at specialist home insurer Homeprotect, warns that valuable children’s book collections are an often-overlooked contents risk that could leave policyholders underinsured.
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.