Analysis
Remarkable rise
Keeley Goding's meteoric rise to lead Hiscox's technical claims team is underpinned by a maturity beyond her years that has seen the quality of work by the department go from strength-to-strength, writes <BODY><p>Leigh Jackson</p></BODY>.
leaders in learning
RSA's training programme has brought marketing staff from all over the world together to network, learn and create a strong and coherent international brand, explains <BODY><p>Liz McMahon</p></BODY>.
lust for marketing
<BODY><p>Emmanuel Kenning</p></BODY> looks at Swiftcover's energetic multi-media campaign fronted by legendary punk rocker Iggy Pop.
give the personal touch
Fortis UK's stringent customer service standards have led to a successful partnership with Age Concern Enterprises and were even critical in saving a customer's life reports <BODY><p>Daniel Dunkley</p></BODY>.
costs down, service up
<BODY><p>Leigh Jackson </p></BODY>discovers how adhering to a mantra of repairing rather than replacing has led to improved customer satisfaction and retention, higher profits and some very happy insurers and brokers with improved loss ratios.
detecting real success
The efforts of just four dedicated Greater Manchester Police officers has succeeded in saving the industry £12m, reports <BODY><p>Lynn Rouse</p></BODY>.
co-operative champions
The Cockermouth floods of 2009 affected an entire community. With lessons learned from the 2005 Carlisle event, this time two firms coordinated the recovery effort with greatly improved results, writes <BODY><p>Stephanie Denton</p></BODY>
leading with innovation
Fortis Insurance has boosted customer satisfaction after it reworked its claims handling process and introduced innovative new initiatives, writes <BODY><p>Jonathan Swift</p></BODY>.
Unchartered waters
CFC Underwriting spotted an opportunity in the failing insurance pricing model of US nursing homes and rescued it from near collapse, attracting huge praise from the judges, writes <BODY><p>Jonathan Swift</p></BODY>.
making risk manageable
The recession has highlighted the need for firms to use their budgets more effectively. FM Global's Riskmark impressed judges with the way in which it improved risk assessment, writes <BODY><p>Daniel Dunkley</p></BODY>.
Opening doors online
Since identifying a group of consumers in the non-standard household insurance arena who were not being provided for online, avantia has not only given access to these five million people but its success story has set an example for the rest of the…
Cracking commercial
This year's winner, Heath Lambert, is a broker that has taken significant strides to enhance its UK operations and client service in recent years culminating in victory at the British Insurance Awards 2010 writes <BODY><p>Andrew Tjaardstra</p></BODY>.
Investing in its people
With a quality product, new brand identity and associated advertising campaign, RIAS delivered impressive results last year and this is, above all, down to its staff. <BODY><p>Liz McMahon </p></BODY>explains how the over-50s insurance provider has kept…
Handing over the reins
Building a protection operation with no legacy systems and using the latest e-business technology, Fortis has given control back to advisers and improved efficiency along the way. <BODY><p>Amy Ellis </p></BODY>reports.
Every little bit helps
By engaging consumers with LivePerson's online chat functionality, RSA's More Th>n has successfully nudged up its conversion rate to boost sales, proving that 'little by little' really works. <BODY><p>Katherine Blackler</p></BODY> follows the journey.
making their minds up
Judging the overwhelming number of award entries is a tough process but even an erupting Icelandic volcano couldn't stop the panel from picking the winners for this year's awards, as <BODY><p>Ant Gould</p></BODY> explains.
BE the best that you can
Professionalism is the key to a successful industry, <BODY><p>Ant Gould</p></BODY> tells the great and good at the BIA.
Post Europe – Business continuity management
Recent events across Europe this year have highlighted that as traditional business interruption policies often only trigger after first-party physical damage has occurred the need for good business continuity management is acute. Hugh Morris examines…
Insurance Insight – Business continuity management
Recent events across Europe this year have highlighted that as traditional business interruption policies often only trigger after first-party physical damage has occurred the need for good business continuity management is acute. Hugh Morris examines…
Underwriting - Delegated authority: Two-way communication
Jon Francis examines the issues for brokers using a delegated underwriting authority model, as scrutiny of its use increases.
Property - timber frames: Fanning the flames
With the UKTFA introducing the Site Safe initiative for timber-framed buildings, Amy Ellis reports on the progress made in this highly flammable area.
Claims - Real estate: Estate of play
With real estate investment going global, Graham Smart examines the insurance industry's approach to protecting the assets involved.
M&A - Insurance business transfers: Back in fashion?
With a number of restructurings set to happen, Bruno Geiringer asks whether insurance business transfers could be ready for a resurgence.
Broking focus - bribery act: Proscribing bribing
With the spotlight on broker commissions, Leigh Jackson reports on the incoming Bribery Act and the threat it poses for financial incentives.