LV tops Aviva, Churchill, Nationwide and Saga to win customer service crown according to ICS

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LV has again been ranked the top insurance organisation in the UK by the Institute of Customer Service in its biannual UK Customer Satisfaction Index, although the gap at the top between it and the chasing pack has been reduced.

The insurer scored 82.6% (a fall of 0.7% year-on-year) to retain top spot from Churchill which improved 3.7 percentage points to 82.3% to move up to second; Nationwide came joint third on 81.1% (2020

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Unlocking AI’s potential demands a fresh approach

To unlocking artificial intelligence’s potential, Oliver Wyman partner Fady Khayatt argues that, rather than think about how the industry has always worked, insurers should envision what a role and process could become.

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