News
Full implications not yet appreciated
General insurance brokers do not yet appreciate the full implications of the new regulatory regime ...
The case for independence
As demand for assistance services grows, Steve Totty says providers need to be independent in order to meet customer expectations.
Containing costs without cutting corners
For insurers to maintain high standards in their 24/7 assistance services, many believe that they have to make sacrifices. Steve Hook argues that this is not the case.
The emergency services
When something goes wrong, customers increasingly expect their insurers to deliver back-up services. Richard Adams examines the rapidly expanding assistance industry.
Insurers to act as theatres see premiums soar
The insurance industry is taking steps to help leading London theatres cope with crippling insuranc...
Claims: FSA plays hardball
Insurance companies could face fines or alternative disciplinary action unless they improve their cur...
On track
Railway safety is improving, according to new figures released last week by the Health and Safety E...
A helping hand
Some insurance companies are choosing to set up helplines as a way of improving customer relationships and cutting claims costs. Mira Butterworth considers this trend, which aims to give valuable advice to customers when they need it most.
A starring role
Severe weather conditions mean property claims are on the increase. Many insurers now offer a dedicated out-of-hours service for this important market, providing a shining example of just what 24/7 can achieve, says Marcus Alcock.
Markerstudy buys broker ASA
Broker-only insurance group Markerstudy International Holdings has bought broker ASA, from Axa, with ...
Big business in the small hours?
Now expected by customers, round-the-clock service is helping insurance companies stay ahead of the competition and boost profits. However, call centres struggle to recruit staff into what is often an underpaid and unmotivating job. Jane Bernstein…
DTI steps in to give HLS cover
Following months of concerted action by animal rights activists against broker Marsh, the governmen...
OS maps out its insurance plans
Geographical information provider Ordnance Survey is launching into the insurance market, with the he...
IT provider MCS changes name
IT provider MCS has changed its name to Sectornet. The rebrand occurred after MCS introduced Net.Se...
Ding-dong merrily on call
Churchill has joined the ranks of insurers that have gone 24/7, which means for some staff, 25 December will be just another working day. The company's head of operations and customer services Charles Breslin talks to Jonathan Swift about the…
Tuning in to 24/7
An open-all-hours attitude is becoming indispensable in British business. Lynn Rouse looks at the challenges insurance companies have faced so far as they switch on to the 24/7 wavelength.
RSA halves claims departments
Royal & Sun Alliance is set to restructure its claims operations resulting in the closure of half i...
Independence is a misnomer
Insurer-owned assistance companies are not compromised when it comes to working for other insurers, argues Dean Harvey.
AIG Europe launches Fleet Protector
AIG Europe this week launched Fleet Protector, a new commercial motor product for UK-based companie...
A hard day's night
David Fanning looks at the pros and cons of outsourcing out of hours call centre services - and the challenges for both outsource providers and their insurer clients.
Collins Solicitors vows to obtain justice for DVT victims
Collins Solicitors has vowed to obtain justice for victims of deep vein thrombosis, despite Mr Just...
Hiscox agrees quota share with Berkshire
Warren Buffett has further increased his stake in the Lloyd's market. The US financier's Berkshire Ha...
Scor completes capital raising
France's largest reinsurer, Scor, has completed the capital raising it launched on 20 November. Sco...
Brit backs new underwriting agency
UK (re)insurer Brit has granted a binding authority to a new agency, Augsburg Re, enabling it to writ...