Customer service
Trade Voice: Foil on the Consumer Duty’s underappreciated impact of claims handling
Jonathan Drake, partner at Forum of Insurance Lawyers member firm DWF, and Nicola Critchley, DWF partner and Foil president, warn there is ample scope for firms to run foul of the FCA’s requirements for claims handling under the Consumer Duty.
View from the top: LV’s Michael Lawrence on keeping customer confidence in uncertain times
Michael Lawrence, distribution and underwriting director at LV Broker, says the industry can’t rely on good fortune to maintain customer confidence in the face of the challenges that 2023 will bring.
CII leader who was tasked with transformation exits
John Bissell is stepping down as chief operating officer of the Chartered Insurance Institute after six years.
View from the Top: Markel’s Nick Line on what insurers need to get right in 2023
Nick Line, chief underwriting officer at Markel International, outlines why serving customers, recruiting talent and embracing new technology are front of mind this year.
Trade Voice: Cila’s David Ross on where the industry goes wrong on gaining customer trust
David Ross, executive director of the Chartered Institute of Loss Adjusters, argues that while the industry has a mountain to climb to gain customers’ trust, claims presents a simple and effective starting point.
View from the Top: Hiscox’s Louise Marling on the never-ending quest for operational excellence
Louise Marling, chief operating officer at Hiscox UK, argues that while pursuing operational excellence is like looking for the pot of gold at the end of the rainbow, it is ultimately in the best interests of both the customer and insurers.
Six key takeaways from Post's digital, data and technology breakfast briefing
Insurance Post recently gathered together a group of insurance technology experts to discuss the digital and data trends and developments the market can expect to gain traction on in 2023 and beyond. Jonathan Swift recounts some of the most notable…
How insurers can keep up the momentum on digital transformation
Blog: While Insurance businesses are ahead of the curve with digital tools, larger firms are combating the rise of niche insurtech competitors, a challenging regulatory environment and demanding consumers. Tim Queen, head of insurance consulting at…
View from the Top: Peter Thompson, CEO of BGL Insurance on why the perfect insurance customer experience doesn't exist
Peter Thompson, CEO of BGL Insurance, says the way insurers support customers during the cost-of-living crisis will separate the wheat from the chaff in the industry.
Review of the Year 2022: Brokers
Senior insurance broker figures look back on 2022 and reflect on what 2023 might bring.
Review of the Year 2022: MGAs
Senior figures from insurance MGAs look back on 2022 and reflect on what 2023 might bring.
Review of the Year 2022: Claims and Legal (part one)
Senior claims figures look back on 2022 and reflect on what 2023 might bring.
Endsleigh partners with Pattern; Ardonagh acquires MDS & Biba appoints deputy chair from Aon
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
Review of the Year 2022: Insurers
Senior figures from the insurance market look back on 2022 and reflect on what 2023 might bring.
Digital Bar Quarterly: Revealed, the insurer brands driving standards in usability
This month benchmarking service Digital Bar launched usability assessments for UK direct insurer brands alongside its latest digital capability rankings. Simon Fenn, co-founder of its partner Pancentric, gives a high-level view of usability standards…
Axa’s Tara Foley says insurers need to embrace a disruptor mindset to deliver more for their customers
Tara Foley, CEO of Axa UK & Ireland’s retail business, looks at why insurers need to learn from the best in class in other industries, and adapt their customer journeys in just a matter of hours rather than weeks to stay competitive.
Consumer Duty success will be measured against number of complaints going to FOS
Financial Conduct Authority CEO Nikhil Rathi has said that the regulator has set itself a target to reduce the number of complaints going to the Financial Ombudsman Service on the back of the incoming Consumer Duty measures.
Roundtable: Digital claims - how can insurers best reap the benefits of digital claims for customers?
Digital claims processing offers significant benefits for both insurers and their customers. Based on this assumption, Post and PayPal held a roundtable to explore how the sector can keep up the momentum, and discuss what might be considered as a best-in…
Roundtable: How can data enrich the motor claims journey from FNOL to payments?
At a recent roundtable held by Insurance Post in association with LexisNexis Risk Solutions, an expert panel discussed how motor insurers could make better use of data to improve the customer journey post-loss, improve efficiency and, ultimately, create…
Content Director's comment: Has Amazon missed its prime time with price comparison offering?
One of the biggest stories of the last month was Amazon’s first foray into mainstream personal lines insurance in the UK.
Webinar: Watch Aviva, First Central, Markel and Salesforce discuss the CX lessons every insurer should know
In a fast-changing market, insurers cannot afford to stand still. Covid accelerated the move to digital channels. Now cost of living pressures are adding to consumer demand for ever more competitive deals, outstanding service and a seamless customer…
For the record: Lemonade joins the ABI; Lexis Nexis expands to Ireland; Jensten acquires Bennetts
For the record: Post wraps up the major insurance deals, launches, investments and strategic moves of the week.
FCA launches discussion on competition impacts of big tech firms entering insurance sector
The Financial Conduct Authority is seeking views on the competition benefits and harms from big tech firms’ entry into a range of retail financial services sectors.
Analysis: Amazon enters UK insurance not with a bang, but with a whisper
Amazon’s entry into UK insurance has been talked about for years. Has the announcement of the Amazon Insurance Store satisfied the industry-built expectations?