Opinion
How regulation, AI and customer expectations are transforming claims
Amid regulatory change and customer expectations shifting from simply getting the pay-out to requiring a streamlined process, Patrick Hayward, consultant at Altus Consulting, explores the ways insurers are updating claims processes.
ABI’s Clark spells out home truths on rising premiums
Trade Voice: Louise Clark, property adviser at the Association of British Insurers, says rising premiums need to be understood within the context of increasing price pressures on insurers.
Reinsurance renewals hint at happier 2024 for insurers
Editor’s View: Emma Ann Hughes reflects on how this year’s reinsurance renewals suggest the trying times of 2023 should result in a happier 2024 for insurers.
Aviva’s Ridley on closing the cyber protection gap
View from the Top: Stephen Ridley, head of cyber at Aviva, argues that an underinsured market benefits no one.
Why open claims ecosystems are required
To deliver a claims service that customers can rely upon and insurers can be proud of, Chris Sawford, managing director at Verisk, argues collaboration between providers, technology partners, and solution providers is needed.
iCan’s Mistry on navigating diversity and inclusion in insurance
Trade Voice: Ajay Mistry, co-founder of iCan and founder of Gambit Partners, outlines the diversity, equity and inclusion challenges facing the insurance sector in 2024.
Three steps to implementing Chat GPT in insurance
Risto Rossar, founder and CEO of Insly, outlines the three steps insurers need to take to make the most of large language models like Chat GPT.
How AI will transform insurance in 2024
Richard Hartley, CEO and co-founder of insurtech Cytora, discusses the trends we are likely to see in the use of AI within the insurance industry in 2024.
Why dead-end jobs in insurance are a thing of the past
Shaun Geils, global head of insurance at IQ-EQ, considers how the adoption of new technology promises to transform the industry’s image from antiquated to cutting-edge.
Time to tackle abuse of insurance staff
Jo Causon, CEO of the Institute of Customer Service, reveals a third of those on the frontline of the insurance industry have been shouted and sworn at in the last six months.
Preparing for claims brain drain
Although retiring claims handlers’ knowledge and experience is irreplaceable, Darran Simons, key account management partner of FICO, reckons technology means it is not irreplaceable.
Why protocol arrangements could reduce motor insurance premiums
Clint Milnes, chief information officer of Winn Group, insists by working with accident management companies insurers can reduce the cost of motor insurance.
Christmas is a time for insurers to give back
Editor’s View: As insurers on Santa’s nice list get ready to receive loads of presents, Emma Ann Hughes reflects on how the industry has given back to society and supported charities this Christmas.
View from the top: Zurich’s Grimmett on how insurers can help charities thrive
Steve Grimmett, head of Zurich Community Trust, says insurers’ support of charities is good for them and good for the communities they serve.
Understanding property underinsurance and its implications
Cos Kamasho, head of product at the Building Cost Information Service, on how horror stories of families finding their insurers won't fully fund a rebuild highlight how all parties need to understand the primary causes of underinsurance.
What next for Primary Group in the UK after Policy Expert sale?
Content Director’s View: Jonathan Swift reflects on what the future might hold for the Primary Group in the UK after the sale of Policy Expert left it with only one significant investment in the local market.
View from the top: Ecclesiastical’s Richard Coleman on giving employees purpose
Richard Coleman, managing director at Ecclesiastical Insurance, discusses the importance of purpose in attracting and retaining talent in the insurance industry.
What sent aviation claims costs soaring?
John Bayley, regional director for Europe at McLarens Aviation, examines how inflation plus new materials used to manufacture planes have resulted in the cost of aviation claims soaring.
Trade Voice: Bila’s Dan Brooks on how insureds and insurers should behave when coverage disputes arise
Dan Brooks, British Insurance Law Association committee member and policyholder coverage lawyer at Wynterhill LLP, asks whether it is time for a pre-action protocol for coverage disputes.
Failure to prevent insurance fraud is now a crime
Kennedy’s partners Hannah Williams and Iskander Fernandez explains how the Economic Crime and Corporate Transparency Act's ‘failure to prevent’ offence will be a game-changer for directors and officers insurers.
Ghosts of hollowed out policies come back to haunt insurers
Editor’s View: Emma Ann Hughes urges motor insurers to reflect on the error of their essential motor policy-pushing ways, and show the regulator and the ombudsman their willingness to change now.
View from the top: QBE’s Chris Wallace on keeping up with evolving customer needs
Chris Wallace, executive director of UK Insurance at QBE Europe, says insurers must be agile and flexible to keep pace with varying customer needs.
Why winter weather should pull insurers and contractors together
Ben Blain, property manager at Verisk, urges insurers and contractors to look at their respective schedules of pricing to prepare for the worst weather extremes of winter.
Why insurers should reassure policyholders about AI
Roi Amir, CEO of Sprout AI, explains why insurers need to show policyholders they can trust artificial intelligence.