Articles by Emma Ann Hughes
What is truly behind the uptick in travel insurance complaints?
Editor’s View: Emma Ann Hughes argues travel insurers who try to claim 99.993% of holidaymakers are happy with their products and services should reconsider the way they look at customer complaints.
Claims ‘hell’ with Policy Expert causes mother to set up group
A mother-of-two, who has been through a 17-month battle with Policy Expert following a fire at her home, has set up an action group to help “other families going through hell with claims.”
Crunch time for insurers’ Consumer Duty reports
One year on from the introduction of the Financial Conduct Authority’s Consumer Duty requirements for open products, Emma Ann Hughes investigates whether insurers will get a pat on the back or a clip round the ear from the regulator when they hand in…
How to underwrite for the long haul
In the latest Insurance Post Top Tips video, Ian Lloyd, CEO of iprism, shares how thinking ahead is essential if you want to make sure the underwriting decisions you make today don’t come back to haunt you.
Consumer Duty fails to improve insurance customer’s experiences
Most general insurance customers have seen zero improvement in service from general insurance providers since the implementation of the Financial Conduct Authority’s Consumer Duty a year ago, with some even saying things have gotten worse, research has…
Which? demands FCA action over ‘widespread’ claims-handling failures
Consumer champion Which? has launched a new campaign to end “the insurance rip-off” and has called on the Financial Conduct Authority to take tough action against claims handlers who fall short of the regulator’s required standards.
Big Brother is watching 45% of insurance employees
Almost half (45%) of insurance employees have their working time strictly monitored with 41% admitting leaders are always watching whether they’re on task during work hours.
Court victory forces credit hire firms to pay insurers’ legal costs
Credit hire businesses are now “on the hook” for defendant insurers’ legal costs after Keoghs and three motor insurers secured a significant judgment relating to non-party costs orders.
Big Interview: Andy Bord, Flood Re
On his last day as Flood Re CEO, Andy Bord catches up with Emma Ann Hughes on how the scheme will end in 2039, his pride around Build Back Better, plus why Labour’s promise to build more homes must be accompanied by a robust planning framework.
Q&A: Ann Waite, Association of Average Adjusters
Ann Waite, honorary chair of the Association of Average Adjusters, reflects on why marine insurance continues to be dominated by men and why it is good to talk.
How to win and keep D&O clients
Given the current economic climate, Jimmy Heaton, head of D&O at Rokstone, says directors and officers need cover in his Insurance Post Top Tips video.
Travel insurance complaints hit highest levels since pandemic
The number of travel insurance complaints brought to the Financial Ombudsman Service has increased by 19% in the last year.
HW Kaufman raids AIG for UK CEO as expansion plans take off
US-based insurance agency HW Kaufman’s executive vice president Jodie Kaufman Davis has revealed plans to grow the group’s UK business, starting with the hiring of AIG’s Paul Greensmith as CEO of HW Kaufman Group London.
Industries with the greatest underinsurance gaps revealed
Data Analysis: The push by insurers and brokers to prompt policyholders to review values appears to be having some effect in certain sectors but is failing to get through to others, data from Charterfields shows.
MP’s accusation of insurers being racist that you should be aware of
Editor’s View: If the insurance industry truly wants to attract more Black, Asian and minority ethnic minority individuals, Emma Ann Hughes argues it must do a better job of proving it isn’t racist.
Q&A: Sara Newell, Moneysupermarket
Sara Newell, commercial director of insurance at Moneysupermarket, reflects on whether Amazon’s exit will put others off challenging price comparison websites plus how the business is helping providers adhere to the Consumer Duty.
Axa calls on Labour government to improve road safety
Alain Zweibrucker, retail CEO of Axa UK, has led calls for the new Labour government to follow the European Union’s lead and introduce vehicle safety regulation to slash the number of road accidents.
How to build your personal brand on LinkedIn
In the first of a new weekly series of Insurance Post Top Tips videos, Samantha Lydon (Ridgewell), founder of Empower Development, explains how to stand out from the crowd on social media.
Lloyd’s joins forces with eight insurers in diverse talent push
Lloyd’s, along with Arch, Axa XL, Beazley, Chubb, Hiscox, Howden, MS Amlin and Tokio Marine Kiln, has unveiled plans to provide higher education bursaries to black and ethnically diverse talent, in a bid to make the insurance industry inclusive.
Concerns raised about EV insurance profit margins
Swiss Re Institute has predicted electric vehicles will be half of all new car sales globally by 2035, with 73 million units estimated to be sold in 2040, resulting in the insurance market for this type of motor growing at a similar rate.
What Labour’s landslide victory means for insurance
Sir Keir Starmer, the nation’s new prime minister after Labour’s landslide general election victory, as well as key insurance industry figures, have the same message: “change begins now”.
Loss adjusters pay tribute to Mike Odell
The insurance industry has paid its respects to “true gentleman” and “advocate for the loss adjusting profession” Mike Odell, who passed away on Saturday (29 June).
Best Insurance to expand into general insurance
Six months from launching artificial intelligence-driven underwriting for accident, sickness, and unemployment cover, Kesh Thukaram, co-founder of Best Insurance, shares how he next intends to shake up the pet and gadget markets.
Why loss adjusting is not just a science – it is an art
While technology has created new ways of carrying out inspections, accessing information and communicating, how loss adjusting has managed to remain an art rather than simply a science is explored in the latest Insurance Post Podcast.